Help Desk Analyst

The role of Help Desk Analyst serves as the primary Help Desk contact and is responsible for tickets and / or work orders from creation to resolution. The Help Desk Analyst will manage multiple priorities; follow through on open tickets to completion, and escalate problems as appropriate following Help Desk procedures., * Respond promptly to telephone calls and emails send to the Help Desk

• Open and/or close work orders (via Help Desk Software) on each call received
• Guide end-users through troubleshooting procedures to restore services
• Escalate problems and requests as necessary to ensure a positive resolution
• Diagnose and troubleshoot problems with PCs, software, communications devices, servers and network connections as required
• Coordinate with supporting teams to ensure proper hand-off, escalation, and closure of Helpdesk tickets
• Conduct installation, upgrade and overall maintenance of PC desktop systems, software and
• peripherals.
• Demonstrate an increasing level of proficiency in hardware, software, networking and other technologies supported by TSTC.

• Associates Degree in Technical field
• 1-2 years desktop and network troubleshooting experience across multiple vendor platforms, various printers, PDA’s and IP Phones
• 1-2 years experience installing and troubleshooting Microsoft Windows XP/Vista/7 and Office 2003/7/10, Anti-Virus software and Malware
• 1-2 years experience in administering Microsoft Server 2003/2008 and Active Directory
• Ability to work effectively without constant supervision and as a team player
• Ability to define problems, collect data, establish facts and draw valid conclusions quickly
• Ability to communicate effectively with co-workers and clients verbally and through written communication
• Excellent time management skills
• Ability to multi-task many requests in an organized and timely manner
• Must be able to balance and prioritize requests from multiple people
• CompTIA, A+, Network+, or ITIL Foundations a plus
• May need to work evening or weekend hours for server maintenance or break/fix repairs., A criminal history background check will be required for the finalist(s) under consideration for this position.

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at TSTC.