Help Desk Analyst

The Help Desk Analyst is responsible for working with end users (employees or contractors) to triage and escalate IT related issues or requests. This role is the front-line support for IT, solving end user issues and escalating work to other groups for more in-depth troubleshooting.

• 2-3 years of Help Desk experience or other customer supporting responsibilities. \n

• BS/BA in IT, CS, or similar field. \n

• Knowledge of Microsoft applications (i.e. Office, email). \n

• Solid understanding of computer systems, mobile devices, and other end user technologies. \n

• Ability to diagnose and resolve basic technical issues with limited to no assistance. \n

• Strong communication skills. \n

• Customer oriented. \n

• Ability to work in a fast-paced environment.

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• Provide technical support for end users (employees, contractors, and sometimes customers) as it relates to corporate IT solutions and equipment. \n

• Provide technical support primarily over the phone, remote access or email. \n

• Triage issues and solve or escalate them as needed to other team members. \n

• Solicit approvals for access requests. \n

• Create and maintain training materials and how-to documents as knowledge base articles in the ITSM. \n

• Maintain Help Desk coverage and ensure others are available in their absence. \n

• On call rotation for weekend support; currently once every 2-3 months. \n

• This is a hybrid position in Akron, OH. You must be able to work 8am-5pm in office three days a week. \n

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