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IT Help Desk Analyst

IT Help Desk Analyst

Job Description

IT Help Desk Analyst – IT Desktop Analyst – IT Desktop Support– IT Service Desk Analyst– IT Help Desk Support– IT Desktop Support Analyst – Level 1 Tech Support


SSI is seeking one IT Help Desk Analyst Support with the following technology platforms: AS400.


Description Overview: The Enterprise IT Service Center is a full-service technical support center that provides immediate assistance for customers and clients utilizing proprietary applications and hardware. The Business Application Team provides support to Operations, Sales, and Distribution end users, for their application and business tools. This includes the support of proprietary business applications, Windows-based business-to-business products and solutions, pharmacy management tools, enterprise resource planning systems, standard desktop applications, and the associated hardware platforms, databases, and network connectivity.



IT Help Desk Analyst – IT Desktop Analyst – IT Desktop Support– IT Service Desk Analyst– IT Help Desk Support– IT Desktop Support Analyst – Level 1 Tech Support




Essential Functions
: provide technical support and assistance to customers using computer hardware, standard desktop applications or proprietary software applications. Associates perform troubleshooting and conduct problem determination to identify problem source and resolve as possible. Support escalation process for business critical applications.



Specific Duties, Activites, and Responsibilities:

- Answer incoming client and customer calls.

 - Troubleshoot software and hardware issue via phone.

 - Train end users in the use of equipment and software.

- Acquire and maintain expert knowledge of emerging desktop technologies and software applications.

- Fully document all cases in call tracking software and escalate to appropriate queue.

- Escalate support call to supervisor as necessary. –

 Assume ownership of project-related tasks as needed or assigned.

- Act as liaison between clients or customers and other Cardinal IT organizations or external IT vendors.




IT Help Desk Analyst – IT Desktop Analyst – IT Desktop Support– IT Service Desk Analyst– IT Help Desk Support– IT Desktop Support Analyst – Level 1 Tech Support




Position Requirements: Education or Equivalent: (Minimum required to perform job)


- Minimum two years related experience required in technical support, customer service, or manufacturing/distribution operations.

- Call Center Experience Knowledge/Skills Requirements: (List any special requirements to be able to perform job)

 - Strong Communication Skills

 – Written and Verbal - Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, and Outlook - Demonstrated experience supporting customer interactions and troubleshooting

 - Experience supporting database software such as Fox Pro - Experience supporting proprietary software applications

- Troubleshooting web browsers and security settings Physical/Mental Requirements: (List any special requirements to be able to perform job)

- Ability to react to dynamic industry and rapid changes in information technology - Flexibility and adaptability - Ability to maintain customer focus in the midst of difficult circumstances

- Ability to manage multiple priorities in a fast-paced environment



IT Help Desk Analyst – IT Desktop Analyst – IT Desktop Support– IT Service Desk Analyst– IT Help Desk Support– IT Desktop Support Analyst – Level 1 Tech Support



Work Environment:
Standard business work environment. Some after hours and weekend work as needed to meet business needs. The organization is a very fast-paced, changing environment. This position requires decision-making capabilities, superior customer service skills, and the ability to work independently. Sensitivity to accuracy, timeliness, and professionalism in all areas of support activity is imperative. Patience, tolerance, and flexibility are very important traits for an individual assuming this role. Strong interpersonal skills are a necessity. Flexibility to work on a varied shift schedule.





Job Requirements

IT Help Desk Analyst – IT Desktop Analyst – IT Desktop Support– IT Service Desk Analyst– IT Help Desk Support– IT Desktop Support Analyst – Level 1 Tech Support


Qualified candidates will have 2 years of experience with:

  • Experience with AS400 or SAP
  • Strong communication skills y
  • Experience supporting database software such as Fox Pro
  • Working in a Call Center environment
  • Supporting proprietary and standard software applications
  • Ability to manage multiple priorities in a fast-paced environment

*Candidates Local to Central Ohio will Receive Special Consideration*

*Compensation is based on market rate and your experience value add.*

For more information about this opportunity, please contact Tim Barney at 614-337-6516 AND email your resume to [Click Here to Email Your Resumé]


IT Help Desk Analyst – IT Desktop Analyst – IT Desktop Support– IT Service Desk Analyst– IT Help Desk Support– IT Desktop Support Analyst – Level 1 Tech Support

SSI believes our Response Ability to our community is to give back.  SSI, and our employees, are dedicated to playing a positive role in our community by supporting organizations and activities that provide assistance to others. 

Sophisticated Systems, Inc. (SSI), an ESOP company, just celebrated its 24th anniversary. Our team drives business results for our clients through our comprehensive and integrated set of information and technology solutions including Business Intelligence and Analytics, Technology Services, Staff Augmentation, Executive Search, Network Solutions and Hardware and Software Sales to our Clients in the insurance, healthcare, government, retail, utilities and service industries.  SSI offers a competitive compensation package with a variety of options & benefits. 

Keywords: Windows, Microsoft Office, Active Directory, Linux, MacOS, remote support, desktop support, phones, network, connections, VPN, Remedy, troubleshoot, escalation, software support, break fix, hardware support, servers, help desk, tech support, call center, service center

Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education 2 Year Degree
Experience At least 2 year(s)
Manages Others No
Relocation No
Industry Computer Hardware, Computer Software
Required Travel Not Specified
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IT Help Desk Analyst


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