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Help Desk Analyst

Help Desk Analyst

Job Description

Looking for HD Analyst that has experience providing business applications support as well as supporting handheld devices like Blackberry's and iPad's.  Position is a contract for hire position, our direct client wants long term employees.

 

 

 A Help Desk Analyst Tier I/II for Information Technology:

  • Knowledge of relevant computer operating systems, PC Related hardware, networking concepts and hardware, technical support tools and packaged business productivity tools such as MS Word, Excel etc.
  • Provides accurate and creative solutions to computer user problems of moderate to complex nature to ensure computer user productivity with a high degree of customer service.
  • Able to articulate solutions verbally and in writing via phone and web chat tools.
  • Must be able to communicate with individuals with all levels of technical and non-technical skill sets.
  • Takes ownership of end user problems and is proactive in dealing with end user issues.
  • Provides a single view to the organization for information technology related problems.
  • Assists in root cause analysis of technical issues with various support teams.
  • Assists in the development and execution of creative, innovative solutions to end user issues.
  • Researches, resolves and responds to questions received via phone calls, web chats, call backs and Employee Self Service Tickets in a timely manner, in accordance with current standards.
  • Able to handle multiple support requests at the same time, maintaining quality and service standards.
  • Accurately documents all issues and support related resolution activities in ticketing system.
  • Processes and researches end user admin security requests of simple to moderate nature, following compliance and process instructions meeting all service levels.
  • Escalates requests to management as needed.
  • Effective interpersonal skills and the ability to work independently and as part of a team.
  • Provides support and feedback to team members as needed.
  • Maintains a positive work environment under high stress conditions.
  • Acquires and maintains current knowledge of relevant systems and support policies in order to provide technically accurate solutions to end users.
  • Reviews and updates technical documentation, step by step processes and procedures in the departmental Knowledge Base in a timely manner.
  • Able to work in a variety of work shifts as needed.

 

 

Job Requirements

Job Requirements

 

  • High School Diploma.
  • Two year technical degree, AA or BA/BS degree highly desirable or the equivalent in work experience.
  • Two years Help Desk experience required.
  • Excellent customer service, communication, problem solving and technical writing skills required.
  • Strong knowledge of Microsoft computer operating systems, PC related hardware, networking concepts and hardware, technical support tools and packaged business productivity tools such as MS Outlook, MS Word, MS Excel, MS PowerPoint.
  • In-depth experience with ticketing systems and support software.
  • MCP and HDI Help Desk certification desirable.
  • Good customer service, communication, problem solving and technical writing skills.
  • Basic knowledge of relevant operating systems, applications and/or languages preferred.
  • Working in large high call volume environment highly desired

Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience At least 2 year(s)
Manages Others Not Specified
Industry Computer Software, Computer Hardware, Other Great Industries
Required Travel Not Specified
Job ID 1544
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Help Desk Analyst


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