Help Desk Analyst

PRIMARY PURPOSE: Provides and delivers technical support & problem management to end users on moderately complex issues regarding computer operations, including installations, setups, error messages, on-line transactions, system status and downtime procedures.

ESSENTIAL JOB FUNCTIONS:

• Create a positive customer support experience and build strong relationships thru deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handing customers with a professional attitude.
• Identify, research and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
• Works with members of the desktop/network teams and other workgroups within the organization on projects and initiatives as needed.
• Ability to manage Active Directory users, groups, and computer accounts.
• Ability to perform desktop and laptop builds and rebuild from OS, networking and application installations.
• Strong commitment to end user support.

SUPERVISORY RESPONSIBILITIES:

This position has no direct supervisory responsibilities.

QUALIFICATIONS:

• Demonstrates ability and desire to learn corporate, division and location-specific applications, technology, and terminology
• Proven ability to learn support processes and techniques
• Prior experience supporting users in use of application software in a friendly and professional manner
• Competency in MS Office Suite
• Proficiency in call center tracking tools
• Strong problem-solving skills
• Must be able to function in a team atmosphere
• Must be dependable and have ability to adapt to a continuously changing environment
• Strong interpersonal, oral and written communication skills

Desired Education and/or Experience

• One to Three years’ work experience
• Basic networking knowledge and protocols (IP addressing, DNS, DHCP)
• Technical degree

Additional requirements include:

Hands on experience and knowledge of the following:

Other Applications (a plus):

· MS Office Suite, 2007 to 2013

· Windows 7 / 8.1 Operating Systems

· Citrix

· IE, Firefox and Chrome

· Remote access – VPN

· Dell desktop and laptop computers

· Install and support of PC hardware and peripherals

· Basic, Smartphones and hand held tablets

· Citrix, XenApps and VDI – XenDesktop

· Wyse Terminals

· ESET Anti-Virus software

· Track-It Helpdesk software

· Avaya phone system / CMS

Job Type: Full-time

Salary: $24.00 /hour

Required experience:

• Help Desk: 3 years