Help Desk Analyst

· 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 problem details from help desk customers.

· Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

· Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions and actions taken to final resolution.

· Apply diagnostic utilities to aid in troubleshooting.

· Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

· Identify and learn appropriate software and hardware used and supported by the organization.

· Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

· Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

· Test fixes to ensure the problem has been adequately resolved.

· Perform post-resolution follow-ups to help requests.

· Good understanding of the organization’s goals and objectives.

· Exceptional written and oral communication skills.

· Exceptional interpersonal skills, focusing on rapport-building, listening, and questioning skills.

· Strong documentation skills.

· Ability to research a wide range of computing issues as required.

· Ability to absorb and retain information quickly.

· Ability to present ideas in user-friendly language.

· Highly self-motivated and directed.

· Keen attention to detail.

· Proven analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Exceptional customer service orientation.

· Experience working in a team-oriented, collaborative environment.

Formal Education & Certification

· High School diploma with 1 year computer related experience

· An associate’s degree in computer science or related field is preferred

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Vision insurance