Help Desk Analyst
First National Bankers Bank · Birmingham, AL · 2 days ago
On-siteInformation TechnologyFull-time
About the role
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
- 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.
- Aid 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.