Job Summary
The Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Strategy & Planning
∙ Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Operational Management
∙ Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
∙ Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
∙ Build rapport and elicit problem details from help desk customers.
∙ Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
∙ Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken, through to final resolution. ∙ Apply diagnostic utilities to aid in troubleshooting.
∙ Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
∙ Identify and learn appropriate software and hardware used and supported by the organization. ∙ Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. ∙ Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
∙ Test fixes to ensure the problem has been adequately resolved.
∙ Perform post-resolution follow-ups to help requests.
∙ Develop help sheets and frequently asked questions lists for end users.
Position Requirements
Knowledge & Experience
∙ Good understanding of the organization’s goals and objectives.
∙ Exceptional written and oral communication skills.
∙ Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. ∙ Strong documentation skills.
∙ Ability to conduct research into a wide range of computing issues as required. ∙ Ability to absorb and retain information quickly.
∙ Ability to present ideas in user-friendly language.
∙ Highly self-motivated and directed.
∙ Keen attention to detail.
∙ Proven analytical and problem-solving abilities.
∙ Ability to effectively prioritize and execute tasks in a high-pressure environment. ∙ Exceptional customer service orientation.
∙ Experience working in a team-oriented, collaborative environment.
Formal Education & Certification
∙ High School diploma with 1-year computer-related experience
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Education:
- High school or equivalent (Preferred)
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Location: In person