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Help Desk Analyst

Job Description



Buchanan Technologies is experiencing some growth in our Support Center! We are currently accepting applications for Service Desk Analysts for our Charlotte office.



Position Description:

The Service Desk Analyst provides 24x7 network, hardware, and software support for various client communities which includes troubleshooting and resolving issues regarding LAN issues, application issues, server, AS/400 devices, desktop issues, mainframe issues, proprietary applications, mobile devices, and PC support in a Windows 98/2000/2003/XP/7/Vista environment.



Essential Duties/Responsibilities:

  • Respond to telephone calls, email and personal requests for technical support in a fast, friendly manner and have the ability to explain technical situations to non-technical individuals
  • Troubleshoot & support software applications, various hardware/software configurations and run appropriate testing & diagnostics
  • Identify, research, and resolve technical problems and escalate problems to other support teams when necessary
  • Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system.
  • Work in a fast-paced environment, able to adapt to frequent change and be able to work a flexible schedule
  • Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems



Required Skills:

  • Ability to demonstrate a solid understanding of basic network components and concepts
  • Ability to provide support to end users on a variety of topics including Windows 98/2000/2003/XP/Vista, MS Office, printers, mobile devices, and email issues
  • Mature, self-motivated, and professional with excellent written and verbal communication skills
  • Strong problem solving/analytical abilities
  • Strong commitment to quality customer service
  • Ability to work independently as well as willing to follow direction and best practices
  • Regularly demonstrates initiative in supporting the customer outside of expected job assignments
  • Attention to detail and ability to multi-task talking to customers while performing technical computer work.
  • Candidates must also be able to work any shift, holidays, and weekends



Experience/Education:

  • Two or Four-year degree in IT-related field or equivalent experience in a Technical Support/Help Desk environment.
  • Previous call center, customer service, technical support experience


Shift Schedule:

  • Monday through Friday - 10:00am to 7:00pm



Buchanan Technologies is an EEO. US Citizens & Green Card Holders & those authorized to work in the US are encouraged to apply. We are unable to sponsor H1B candidates at this time. No 3rd party agencies.









Click here to apply online

Job Requirements

Ability to demonstrate a solid understanding of basic network components and concepts
Ability to provide support to end users on a variety of topics including Windows 98/2000/2003/XP/Vista, MS Office, printers, mobile devices, and email issues
Mature, self-motivated, and professional with excellent written and verbal communication skills
Strong problem solving/analytical abilities
Strong commitment to quality customer service
Ability to work independently as well as willing to follow direction and best practices
Regularly demonstrates initiative in supporting the customer outside of expected job assignments
Attention to detail and ability to multi-task talking to customers while performing technical computer work.
Candidates must also be able to work any shift, holidays, and weekends

Job Snapshot

Contact Name Buchanan Technologies
Post Date 4/8/2014
Location Charlotte, NC
Employment Type Full-Time
Job Type Information Technology
Education High School
Experience At least 1 year(s)
Manages Others Not Specified
Relocation No
Industry Airline - Aviation, Computer Hardware, Computer Software
Required Travel None
Job ID 2832
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