Help Desk Analyst

About the role

The Help Desk Analyst role is responsible for providing Level 2 technical assistance and support for incoming calls and issues related to computer systems, software, and hardware. In addition, the Help Desk Analyst role may require traveling to install and/or repair computer hardware and software.

Strong analytical, written, and verbal skills are required to not only communicate effectively but allow the customer to have a positive experience walking/working through the problem-solving process.

Responsibilities

• Receive and provide Level 2 technical support via telephone to both stores and field techs
• Document all required information within internal ticketing systems
• Recognize trends and offer suggestions for improvement
• Ensure issues are resolved and tickets are closed within SLA guidelines
• Provide a wide range of support to the entire organization
• Provide assistance installing network hardware and software and make needed upgrades and repairs

Schedule

This is a full-time position with 10-hour shifts from 7:30 to 6:00 pm, 4 rotating days per week. On call every 4 weeks for 1 week and overtime as dictated by business needs.