Help Desk Analyst

Overview

Help Desk Analyst

Receives and triages all incoming support calls, logs all requests for service, system issues and subsequent resolutions in the Helpdesk database.  Serves as primary contact for system-related end-user questions and issues.  Responds to service requests from end users relating to software, hardware, and network issues, including resetting user passwords and granting of user access privileges.  Provides assistance with any and all activities relating daily computer operations.

Responsibilities

Working Conditions:

This position is system critical.

Coverage is 24/7 including holidays, weekends, and inclement weather.

Generally assigned to specific shift. May work alone, after hours and on weekends based on assigned shift or critical need.

Full-time day shift positions may be considered for hybrid remote work based on primary location.

Qualifications

Education and Formal Training:

High school diploma required. Associate degree in Information Technology, Computer Science or equivalent experience preferred. CompTIA A+, Security+, Network+ or CCNA preferred.

Current enrollment in an information technology curriculum considered.

Work Experience:

Minimum of one year of experience in a customer service, help desk or data center environment preferred. General computer/systems knowledge required. Experience with service desk systems, Windows, Microsoft Office tools, virtual computing, and/or enterprise environments preferred.