Help Desk Analyst
Provides the first line of support for users of Information Systems in the company. Responsible for answering calls placed to the company’s phone support line. Responsible for resolving problems, or questions related to IS applications supported by the IS department, if possible. Logging all calls into Help Desk support software and tracking the timely resolution of problems. Responsible for maintenance of user accounts.
Maintain and support the help line.
Must maintain a proficiency in the use of all micro Applications supported by the company. This proficiency must be of a level that will allow most problems to be resolved in a timely manner with the user over the phone.
Responsible for using the problem tracking and resolution software to assign technicians to problems, and to track their resolution and to bring to management’s attention any problems not being resolved in a timely manner.
Responsible for the production of feasibility and/or detail specification studies, in an independent and appropriate manner.
Responsible for maintaining all documentation, statistics, reports, and/or other management information in a concise and appropriate manner, abiding by all departmental technical and operational standards.
Maintain an adequate library of support materials, and documentation to assist IS users.
Educate end user by providing the appropriate level of training for applications that are supported by the IS department
Any other duties/responsibilities as assigned by Manager.
Bachelor's degree in IT or a related field, or equivalent combination of education/ experience
1-3 years of previous experience in a Help Desk role
A positive and flexible attitude for working in a fast-paced team across various functions
Must have a commitment to supporting customers’
Ability to grasp technical concepts quickly and explain them to others
Strong work ethic and ability to thrive in a fast-paced environment
Ability to walk customers through troubleshooting process
Must have clear oral and written communication skills.
Server (Computer Science)