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.
Numbers & Facts
Location
Birmingham, AL
Job Type
Full-time
Skills
1st Level Supportunmatched
Analysis Skillsunmatched
Apple iPadunmatched
Apple iPhoneunmatched
Communication Skillsunmatched
Computer Systemsunmatched
Dental Insuranceunmatched
Desktop PCunmatched
Document Scannersunmatched
Documentationunmatched
Email Technologyunmatched
Establish Prioritiesunmatched
Hardware Configuration Managementunmatched
Health Insuranceunmatched
Help Deskunmatched
Identify Issuesunmatched
Installation Guideunmatched
Laptop PCunmatched
Microsoft Active Directoryunmatched
Microsoft Exchange Serverunmatched
Microsoft Product Familyunmatched
Microsoft Windows Operating Systemunmatched
Operating Systemsunmatched
Printersunmatched
Problem Solving Skillsunmatched
Remote Accessunmatched
Software Administrationunmatched
Software Configuration Managementunmatched
Technical Supportunmatched
Technical Writingunmatched
Testingunmatched
Time Managementunmatched
Vision Planunmatched
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