Help Desk Analyst

Job Description

Position Summary

This position reports to the Supervisor of the Operations Center Help Desk. The Help Desk Analyst provides the Information Technology Department’s first line response to requests for IT assistance.As such, this position plays a critical role in creating an atmosphere within which a positive relationship between IT and its customers is possible.To this end, the position requires someone dedicated to providing extraordinary customer service.

Qualifications

ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Analyze the nature/severity of received problem calls/messages.
  
• Troubleshoot and, time permitting, work to resolve problems during the customer’s first call. Provide Level 1 IT support. Perform as a technical specialist and diagnostician responsible for troubleshooting, problem solving, and maintaining desktops, Point-of-Sale (POS) systems, and peripherals.
• Proficiency in Microsoft Windows 7.

• Proficiency in troubleshooting Windows 365 Office products, including licensing issues.
• Provide basic administrative support such as creating network and email accounts, editing permissions and performing file restorations.
• Assign tasks to appropriate support personnel (Level 2 IT Support).
• Communicate with those who have requested assistance, as well as the involved IT support personnel, to maintain reasonable expectations as to anticipated events.
• Become an expert in the use/administration of the company’s computerized helpdesk system (currently Numara FootPrints).
• Understand and, to the extent possible via the electronic helpdesk system, balance the workload of support personnel and follow problems to completion to ensure customer satisfaction as well as the accuracy of tracking data.
• Provide IT’s customers with a positive experience, regardless of the difficulty of the situation.
• As time permits, or as directed by the Director of IT Operations and Infrastructure (or his reports) provide assistance to other groups within IT.
• Assist in the documentation and revision of Helpdesk/IT processes.
• Perform any other duties deemed necessary by the Manager of International IT Operations and Help Desk.

Competencies:

• A degree in MIS, Computer Science, Telecommunications or other related technical field is desired.Substantial and proven industry experience will be considered in lieu of the degree requirement.
• Minimum of 3 years helpdesk experience, delivering the highest-level customer-oriented service.
• ITIL, Cisco, Microsoft Certifications and Crystal reports experience a plus
• Familiarity with Numara Foot Prints or other helpdesk software systems.
• Ability to work with all levels of corporate personnel telephonically, and to convey a professional, courteous, and helpful identity of the IT Dept.
• Technical-level experience and operational knowledge of a diverse set of data center infrastructure and desktop computer components, including IBMi Series (AS/400’s), Windows-based servers, desktops and laptops, printers (all-in-ones, desktop, as well as Retail Store Receipt printers), cabling systems, and communications equipment.
• Experience supporting Point-of-Sale (POS) Systems a plus
• Strong verbal and written communication skills required.
• Excellent interpersonal, written and verbal communication skills required.
• Willing to work varied shifts if necessary.
• Must be able to work a 4/10 (4 days a week, 10 hours a day) shift schedule and work varied shifts if necessary to insure coverage for our 15 hour coverage window.
• Subject to work weekends and holidays (especially during holiday seasons).

Additional Information

All your information will be kept confidential according to EEO guidelines.