Help Desk Analyst

About the Role

Supports the company's computer network and computer users. Solves complex practical problems and deals with a variety of concrete variables in situations where only limited standardization exists. Interprets instructions furnished in written, oral, diagram, or schedule form. Communicates with a wide range of associates and functions as a team member within the department and organization.

Responsibilities

• Provides support for OpCo-specific applications.
• Tracks change management for monthly and quarterly Sarbanes-Oxley meetings.
• Manages access and technical support for Jira, ERP, EDI, Document Scanning, and other OpCo-specific applications.
• Handles error messages for EDI, ERP, and other applications.
• Evaluates, recommends, purchases, inspects, stages, and installs computer equipment.
• Installs software packages such as operating systems, word processing, or spreadsheet programs.
• Tests software and hardware to evaluate ease of use and whether a product will aid users in performing work.
• Installs microcomputers, software, and peripheral equipment.
• Maintains an inventory of all computer equipment, software, license agreements, and support agreements.
• Supports and maintains the computer network, ensuring a high level of reliability and performance.
• Answers user inquiries concerning systems operation.
• Diagnoses system hardware, software, and operator problems.
• Recommends or performs minor remedial action to correct problems based on knowledge of system operation.
• Instructs users in use of equipment and software.
• Trains users on software and hardware on-site or in the classroom or recommends outside contractors to provide training.
• Provides support for local and remote operator errors.
• Replaces defective or inadequate software packages.
• Refers major hardware problems to service personnel for correction.
• Communicates with programmers to explain software errors or to recommend changes to programs.
• Contacts software and hardware vendors to request service regarding defective products.
• Defines and corrects problems with computer networks, e-mail systems, and client software.
• May maintain and update telephone system.
• Provides support and maintains access to OpCo-specific EDI, Document Scanning, File Shares, Printers, etc.

Qualifications

• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
• Ability to draw correct and realistic conclusions based on data and information.
• Able to start and persist with specific courses of action with no supervision.
• Able to persuade others to take action.
• Seen as trustworthy and truthful by others.
• High school diploma or associate degree in information systems, Management Information Systems, Computer Science, or related field.
• 4+ years of experience in process and/or business experience, especially experience leveraging technology as part of the solution, and project management experience.

Benefits

• Day 1 Health & Wellness Benefits
• Employee Stock Purchase Plan
• 401K Employer Matching
• Education Assistance
• Paid Time Off