Help Desk Analyst

This is a hybrid position located in Brentwood, TN. SpecialtyCare offers opportunities for continuous learning, growth, and career advancement, including a generous annual allowance for professional development and tuition assistance for job-related college education.

About the Role

The IS Support Desk Analyst provides support for Level 1 and Level 2 incident resolution and fulfills hardware and software requests reported to the IS Help Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding application software products and/or infrastructure components.

Responsibilities

• Effectively, professionally, and respectfully represent other Information Technology staff members, teams, and their services to clients.
• Provide support for all Information Technology products and services, including answering questions, troubleshooting problems, teaching or instructing customers on software or hardware functionality, and communicating policy.
• Troubleshoot printer issues and resolve difficulties with Smart Classroom Technology.
• Determine the most effective manner to resolve a client's technical issue through research and in-depth troubleshooting.
• Consult with system administrators when necessary.
• Record required customer and problem information in the IS Service Desk Ticket System, update tickets with appropriate journal entries, and close tickets upon resolution.
• Resolve Level 1 and Level 2 issues; escalate complex (Level 3) and/or high-priority problems to appropriate support groups.
• Verify that suggested solutions effectively resolve users' problems through verbal or email follow-up.
• Work on Help Desk-related projects as assigned by the IS Help Desk Supervisor.
• Install, modify, and repair computer hardware and software, including building, imaging, configuring, and deploying desktops and laptops.
• Resolve basic technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other communication systems.
• Provide after-hours support based on an on-call rotation schedule.

Requirements

• One-year certificate from college or technical school; or three to six months of related experience and/or training; or equivalent combination of education and experience.
• Two or more years of experience in hardware, software, and network troubleshooting, or equivalent training and/or education.
• Minimum of two years of Help Desk experience.
• Customer service training and/or experience.
• Ability to handle confidential information appropriately.
• Strong interpersonal skills to gauge a customer's technical ability and communicate in appropriate language without condescension.
• Ability to work independently or in a team setting, with considerable decision-making authority regarding procedures, plans, and schedules.
• Must be able to learn and support new and fast-changing technologies.
• Excellent work habits under pressure, high energy level, detail-oriented, and team player.
• Familiarity with a wide range of standard office automation products.

Skills

• Windows 7/10 (Pro or Enterprise)
• Mac OS X
• Office 2010/2013/2016
• DirectAccess/Cisco AnyConnect VPN
• HP, Dell, and Lenovo laptop/desktop repair
• A+, Network+, Microsoft, or other industry-specific certifications (considered a plus)