Help Desk Analyst

Position Responsibilities

• Responds to incoming calls, chats and emails regarding service requests from business users.
• Documents, tracks and monitors all service request activity and communications.
• Configures and administers applications, mailboxes, calendars and distribution groups.
• Troubleshoots basic networking and system issues.
• Tracks time spent on all activities in the help desk ticketing systems.
• Updates asset inventory when software/hardware changes are required.

Required Qualifications

• A High School Diploma/GED required.
• An Associate’s or Bachelor’s degree preferred.
• 1-2 years of technical phone support experience.
• 1-2 years of information systems experience (or similar education) preferred.
• Certifications preferred: Comptia Security + or a similar certification.

Additional Qualifications

• Excellent customer service and administrative skills.
• Computer literacy with MS Office products, and ability to grasp proprietary software.
• Demonstrated ability to manage multiple competing tasks.
• Ability to follow policies and procedures.
• Can-do attitude.
• Genuine desire to help others.
• Team oriented mindset, with a strong sense of care and urgency.
• Desire to embrace our core values: Client Focus, Results, Responsibility & Accountability, Collaboration and Innovation.