Help Desk Analyst

The Help Desk Analyst is responsible for tier 1 responses and troubleshooting of all incoming requests to the Help Desk. This position will require a high level of customer interaction and the ability to handle many tasks at the same time. The analyst will be responsible for troubleshooting break/fix types of requests and will also have the opportunity to work on various service and project requests as well.

Essential Duties and Responsibilitiesinclude the following. Other duties may be assigned.

• Field incoming support requests from end users via telephone and ticketing system in a courteous manner.
• Document all pertinent end user information and nature of problem or issue; record the information in an online ticket system to ensure requests are resolved in a timely fashion.
• Provide tier I support for various services and applications such as Microsoft Office, Windows 10, printing, user administration, etc.
• Assist the IT team with special projects such as rolling out new applications and technologies.
• Other IT-related duties as required.
• Regular and reliable attendance is required.

• High School diploma or general education degree (GED) required.

• Two or more years related experience, education and/or training required.

• Knowledge of basic computer hardware, such as desktops, laptops, mobile devices and peripherals.
• Experience with desktop operating systems such as Windows 10 and Macintosh OSX.
• Experience with Microsoft Office products such as Word, Excel, PowerPoint, Outlook and Teams.
• Exceptional interpersonal skills, with a focus on building customer rapport.
• Strong written and oral communication skills.
• Strong documentation skills.

The hours for this position are 7:30am - 4:00pm OR 8:30am - 5:00pm, Monday through Friday.

We are proud to be an Equal Opportunity Employer.

Company-paid background check required upon hire.