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# Help Desk Analyst

- **Company:** Knowledge Services
- **Location:** Augusta, GA, United States (Remote available)
- **Contract:** Temporary to permanent
- **Skills:** Microsoft Windows, Software Applications, Computer Literacy, Issue Tracking Systems, Microsoft Office, Windows Remote Assistance
- **Published:** October 23, 2026
- **Apply:** https://careers-knowledgeservices.icims.com/jobs/31498/help-desk-analyst/job?mode=apply&apply=yes&in_iframe=1&hashed=-336180885

## About the Role

Help Desk Analyst Required Skills:

 * Must have prior Help Desk / Call Center experience

 * Experience with Windows Operating Systems
 * Experience with Microsoft office suite (Office 365)
 * Experience utilizing a ticketing system
 * Experience developing and coordinating user training programs
 * Experience documenting processes and procedures

## Description

Help Desk Analyst Responsibilities:

 * This Helpdesk Technician works within the call center providing support to customers most commonly through inbound phone inquiries.

 * Provides quality and efficient customer support via phone or remote assistance to assist in ensuring one-call issue resolution.

 * Maintain productivity and quality standards, make recommendations to enhance the existing Call Center operations, act as liaison between the customer and other departments and systems.

 * Conducts advanced troubleshooting of PC related issues, assisting with network related issues, installs, configures and upgrades operating system and application software.

 * Provides support to the field technicians; developing and coordinating user training programs and documenting all processes and procedures

 * Provides technical assistance, support, and advice to end users for hardware, software, and systems.
 * Provides hands-on technical assistance to business and technical users.
 * Investigates and resolves computer software and hardware problems of users.
 * Serves as a contact for level 1 support.
 * Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
 * Determines whether problem is caused by hardware, software, or system.
 * Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
 * Talks with technical and non-technical co-workers to research problem and find solution.
 * Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
 * Experienced with a variety of call-tracking software and systems.
 * Reads trade magazines and engages in independent study to maintain current industry knowledge.
 * Follow quality standards and displays strong customer service skills.
 * Ability to work in a team environment.
 * Complete assigned tasks.
 * Strong communication skills; both written and spoken.
 * Calls software and hardware vendors to request service regarding defective products.
 * Acts as a subject matter expert for one or more custom or COTS applications.
 * Talks to programmers to explain software errors or to recommend changes to programs.
 * May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
 * Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
 * Write software and hardware evaluation and recommendations for management review.
 * Write or revise user-training manuals and procedures.
 * Develops training materials, such as exercises and visual displays.
 * Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.