SUMMARY:
The Help Desk Analyst's role is to offer first-level support and technical assistance to end-users who are using hardware, software, or other computer systems. This includes receiving, prioritizing, resolving and documenting end-user requests in a timely manner. Support may be in person and hands-on, or may require remote access systems be used.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
- Serve as the first point of contact for technical assistance to end-users via phone, email, and ticketing system.
- Troubleshoot, diagnose, and resolve hardware and software issues both in-person and remotely in a timely and courteous manner.
- Image desktops and laptops to be deployed to end-users. Setup and configure other hardware such as printers, scanners, cameras, iPhone/iPad, etc.
- Work with Microsoft operating systems and tools such as Active Directory, Exchange, and Windows permissions.
- Must have a strong security focused approach.
- Assist with special projects and security initiatives.
- Redirect unresolved issues to the next level of support when necessary.
- Follow-up to make sure issues have been completely resolved.
- Maintain technical documentation of software installation practices, hardware and software configurations, and problem troubleshooting.
- Must be able to communicate clearly and effectively, adapt to change, and have strong problem solving and analytical skills.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.