Help Desk Analyst

Vacancy expired!

Help Desk

Department: Information Technology

(IT)

General Responsibilities: Under the supervision of the IT Infrastructure Manager, the Help Desk provides fast and useful technical assistance by answering queries on basic technical issues and offering advice to solve them. Through this, the Help Desk creates value for internal customers that will help preserve the company’s reputation and business.

Specific Responsibilities:

• Serves as the first point-of-contact for customers seeking technical assistance over the phone or email.
• Performs remote troubleshooting through diagnostic techniques and pertinent questions.
• Understands basic networking, printer set-up, windows permissions, file management, and troubleshooting.
• Determines the best solution based on the issue and details provided by customers.
• Walks the customer through the problem-solving process.
• Directs unresolved issues to the next level of IT support.
• Provides accurate information on IT products or services.
• Records events and problems and their resolution in logs.
• Communicates and updates the customer proactively regarding the status and information on issues reported.
• Shares feedback or suggestions received from customers to the appropriate IT team members.
• Identifies and suggests possible improvements on procedures.
• Participates in weekly on-call rotation for 24/7 production support.
• Cross-Trains in Server/Network/Security duties with Sr. administrators for supplemental support as needed.

• Performs all other duties as assigned

Qualifications

• Demonstrates proven experience with Help Desk or other customer support roles
• Tech savvy with strong knowledge of Microsoft Windows 7,10 / Office 2010 - 2016 and automation/remote control products.
• Good understanding of computer systems, mobile devices and other tech products
• Understanding of hardware and software components and their function in a computer system.
• Ability to diagnose and resolve basic technical issues.
• Customer-oriented and cool-tempered with excellent people and communication skills
• Ability to work both individually and as part of a team
• Ability to lift up to 50 lbs.
• Ability to travel as needed or when required
• Bachelor of Science degree in IT or relevant field

Vacancy expired!