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# Helpdesk Technician II

- **Company:** Credit One Bank
- **Location:** United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Access Network, Business Software, Desktop Computing, Microsoft Software, Networking Basics, Data Logging, Information Technology, User Identification, User Accounts
- **Published:** August 4, 2026
- **Apply:** https://www.dice.com/job-detail/16b94bba-e799-4207-8bce-c7e87bc1eb07

## About the Role

* College level coursework in Computer Science or related field and/or 0-1 years equivalent work experience
 * Fundamental knowledge of computer workstation hardware, networking principles, business applications, and peripheral devices
 * Experience administering users and computers in a complex enterprise environment
 * Able to read and understand technical manuals and procedural documentation
 * Strong written and oral communication skills and effective interpersonal and relationship-building skills
 * Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
 * Experience working in a team-oriented, collaborative environment
 * Technical certifications in Microsoft technologies, CompTIA certifications, or equivalent work experience

## Description

The Help Desk Analyst's role is to provide information, assistance, training and technical support to end-users regarding the use of computers, networks, and related peripheral hardware and software. This includes receiving, prioritizing, documenting, and actively resolving end user help requests., * 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 incident details from end users.
 * Assess severity of issues and categorize and assign accordingly. Route severe incidents according to process.
 * Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
 * Apply diagnostic utilities to aid in troubleshooting.
 * Identify and learn appropriate software and hardware used and supported by the organization.
 * Perform post-resolution follow-ups to help requests.
 * Develop help sheets and frequently asked questions lists for end users.
 * Provide support and training to all end users on computer workstation operation, setup, configuration and other issues.
 * Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer workstation performance.
 * Provision and deprovision of user accounts, systems, applications and network access.
 * Complete regular reviews of system users to ensure users are authorized and provisioned properly.
 * Perform routine security audits & other external compliance audits for all provisioned user accounts., * This job description is not all inclusive. Other duties and responsibilities may be added as necessary by management.


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