Helpdesk Analyst

Summary:

This position will serve as a member of the Information Technology Department as a Helpdesk Analyst.  The primary responsibility is the answering of incoming user support requests and questions (telephone calls, emails, etc.). This position requires you to work onsite in our Wilmington, DE office five days per week. 

Job Functions:

• Quickly resolve end-user issues received via phone or through e-mail
• Properly and thoroughly document all elements of a Helpdesk ticket within the IT Ticket Tracking Smartsheet
• Ensure incidents are prioritized properly, status is provided, and incident resolution is communicated to users. Escalate issues as appropriate.
• Ensure user requests and issues are clearly documented in tickets and create written documentation for hardware and software installations or other technical matters as requested by management.
• Assist with audio visual requests including web conferencing and conference room connectivity
• Assist in the creation and editing of Helpdesk processes and procedures including Knowledge Base articles.
• Analyze helpdesk tickets bi-weekly to identify trends and escalate common issues for resolution
• After-hours support on a rotating schedule (approximately 1 week per month)
• Endpoint hardware installation/removal requiring the ability to bend, lift (up to 40 lbs.) and kneel

The statements contained in this job description are not necessarily all-inclusive; additional duties may be assigned, and requirements may vary from time to time.

Knowledge, Skills and Abilities:

• Ability to communicate effectively both orally and in writing.
• Ability to establish effective working relationships and maintain a professional demeanor under stressful conditions.
• Ability to quickly assimilate advanced technical information, organize and prioritize multiple competing deadlines.
• Troubleshooting skills, including the ability to use a wide variety of resources including technical manuals, on-line vendor knowledge bases, and specification documents.
• Knowledge of computer hardware and peripherals, including ability to test and troubleshoot a variety of complex hardware configurations.
• Knowledge of software including operating systems, ability to navigate and manipulate the Windows Registry and troubleshoot interaction errors between multiple software packages.
• Basic network troubleshooting skills and knowledge, both LAN and WAN.

Education and Experience:

• Requires 3-5 years of experience in a technical support environment or equivalent solid functional knowledge of standard PC hardware and software used in office environments.
• A+ Network, MCSE, or equivalent technical education strongly preferred.
• An Associate's or Bachelor's degree is preferred.
• Law firm experience is strongly preferred.