Help Desk Analyst

• Helpdesk Analyst Hands - on computer technical support for our internal users.

General Description:

• Provide technical assistance to computer users. Answer questions and resolve computer problems for users in person, via telephone and electronically.
• Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Coordinate and work with third party support vendors in providing assistance to computer users for a variety of technical issues including networking, end user computer hardware, communications and applications.
• Create incident tickets and change request tickets within a ticket management tool, monitor ticket queues and escalation of tickets beyond SLAs., * Oversee the daily performance of computer systems and applications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLAs until resolved.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Refer major hardware or software problems or defective products to third party support vendors for service.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Confer with staff, users, and management to establish requirements for new systems or modifications.

Preferred Qualifications: 3+ years experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 10, Active Directory, COTS applications.

Work Schedule: The candidate must be local to Atlanta and be able to come to the office every day to work.