IT Help Desk / Customer Support Analyst

Overview:

The IT Help Desk / Customer Support Analyst is responsible for Tier 1 and 2 software and hardware support. Successful candidates will provide technical advice, guidance and informal training to customers using hardware and software programs. The IT Help Desk / Customer Support Analyst troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance the quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

Essential Functions:

• Monitors Service Desk queue and resolves support tickets as assigned.
• Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
• Provides a high level of customer service by providing status and information to the customer.
• Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.
• Performs advanced troubleshooting to determine causes of problems.
• Installs, configures and provides user support for personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.
• Works with staff on issues outside their areas of responsibility as needed.
• Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
• Provides Tier III advanced support for other Technicians as needed or assigned.
• Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
• Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, and various off the shelf developed applications, as needed or assigned.
• Participates on teams, both internal and external.
• Provide facts to facilitate the team’s decision-making process and to achieve the team’s goals.
• Shares information and receives feedback from other staff as appropriate.
• Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
• Coordinates service calls and repairs for warranty and non-warranty items.
• Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
• Installs, maintains and supports specialized software applications as assigned.
• Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.
• Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
• Assists with reserving, setting up, and troubleshooting of AV and VC equipment.

Qualifications and KSAs:

• Bachelor’s Degree in Computer Science, Information Systems, other related fields, or equivalent work experience as described in your provided cover letter.
• 2 to 5 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem-solving/troubleshooting skills.
• Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment.
• Advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments.
• Skilled at installing and providing technical support for software applications, operating systems, and personal computer hardware.
• Ability to do advanced troubleshooting on various manufacturers of computers.
• Ability to plan, organize, manage and track projects.
• Ability to communicate effectively both verbally and in writing.
• Ability to read, understand, and comply with policies, procedures, guidelines, and practices relating to desktop standards.

WiredPeople provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, WiredPeople complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.