Help Desk Analyst

Help Desk Analyst

Job Responsibilities

Responsibilities of this role will include

• Field incoming help requests from end users in person, via telephone/remote methods and via e-mail in a courteous and professional manner.
• Document all pertinent information, including requestor name, department, contact information, and a detailed description of the problem or issue.
• Build rapport with and elicit problem details from help desk customers.
• Prioritize and schedule problems. Resolve and/or escalate problems (when required) to the appropriately experienced technician/engineer.
• 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.
• 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 and remote fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install and maintain anti-virus software and remediate issues.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Perform special projects, such as Office Suite and email roll-outs, as needed.
• Develop and Document solutions in Incident management system to aid the infrastructure and supporting teams.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals, from time to time.
• Participate in after hours on-call rotation.
• Some travel may be required.

There will be several people in this role who will all have very similar responsibilities as part of the team.

Necessary Skills

• Knowledge of computer hardware specifically laptops, desktops and printers.
• Experience with desktop operating systems, including MS Windows 11 & Mac OS (and its recent variants e.g. Sonoma, Monterey, etc.).
• Extensive application support experience with Office 201X and email platforms.
• Working knowledge of a range of diagnostic utilities, including Remote system controls and Endpoint protection.
• Experience imaging/reimaging systems SCCM/MECM.
• Excellent verbal communication skills
• Written communication skills/ability to create concise, clear documentation
• Ability to organize multiple work streams.
• Ability to handle demands from multiple customers and properly prioritize requests.
• Ability to maintain a focus on customer service during competing priorities.
• Attention to detail
• Proven technical problem-solving skills based upon prior experience.
• College diploma or university degree in the field of computer science

Desired Skills

• Prior help desk experience
• Prior customer service experience
• Certifications in Technology Hardware, Microsoft and/or Helpdesk
• Working knowledge of Microsoft Active Directory.
• Knowledge of ServiceDesk software
• Knowledge of Microsoft System Center Configuration Manager/Endpoint Configuration Manager.