Help Desk Analyst

Overview

Under direction of the Enterprise Systems Manager, provides support and provide quality service to users by installing, inspecting, maintaining, troubleshooting, and repairing personal computers, peripherals, network printers, and telecommunication devices. Support includes issues relating to system access, hardware, application software, and basic network communication issues.

• Documents, tracks, and monitors issues to ensure timely resolution and customer satisfaction and root cause analysis.
• Aids in statistical gathering, evaluating, and reporting for various networked systems and corporate networks.
• Performs troubleshooting procedures to identify/correct system technology failures.
• Aids in installing software and producing new or updating existing technical tools, while practicing approved procedures to provide a secure environment.

Major Areas of Accountability

• Provides incident support including responding to incident tickets, resolving problems and, if necessary, conferring with senior staff about complex problems.
• Resolves 80% of incident tickets without assistance from senior staff members.
• Performs hardware/software installations and user requested equipment moves.
• Assists in project coordination and management for these tasks to ensure minimal disruption to client ability to perform work.
• Maintains user accounts and security consistent with approved IT and Cyber policies and procedures.
• Adds, modifies, or deletes user accounts in accordance with IT and Cyber standard policies and procedures.
• Performs regular audits on account status and activities to verify adherence to security standards.
• Maintains monitoring performance of some network/systems and endpoints.
• Performs troubleshooting procedures to identify and correct system and network hardware/software errors.
• Tasks include diagnostics, conferring with senior staff, performing remedial action, updating logs to report the event, and communicating with both the senior staff member and the affected users.
• Performs incident escalation when warranted.
• In accordance with IT standards, may install software packages including the actual installation, the creation of installation packages, initializing the license and contact documentation process, and informing the user of progress.
• Attends and participates in project team meetings when assigned.
• Presents problems as they are identified, escalates incidents when required and participates in their resolution and documentation of root cause of incidents.
• Provides backup for the Computer Operator when required.
• Performs other related duties of a comparable level/type as required.

Ability

• To learn, adapt, and implement new technology.

Personality/Working Style

• Strong character
• Alignment with company values, mission, and vision
• Trustworthy and honest
• Decisive
• Curious and persistent
• Passion for innovation
• Willingness to learn
• Adaptive to changing (tolerance for ambiguity)
• Desire to collaborate to achieve corporate goals

Must Be Able To

• Read and understand technical manuals and specifications
• Strong communicator
• Excellent customer service skills, including the ability to communicate well with both technical staff and non-technical end users
• Effective communication skills
• Empathetic listener and open-minded
• Commitment to accountability

Education And Experience

• Baccalaureate degree in Computer Science or a related field is preferred.
• In lieu of a degree, a person with a high school diploma, formal technical training, and appropriate work experience may be considered for this position.
• A candidate with a college degree must have some relevant student or professional work experience in an IT support function.
• A person qualifying by virtue of experience must have five years of strong, technical work experience in an IT department that supports multiple systems.