Help Desk Analyst

Job Description

The role of Help Desk Analyst serves as the primary Help Desk contact and is responsible for tickets and / or work orders from creation to resolution. The Help Desk Analyst will manage multiple priorities; follow through on open tickets to completion, and escalate problems as appropriate following Help Desk procedures.

Essential Functions

• Respond promptly to telephone calls and emails sent to the Help Desk
• Open and/or close work orders (via Help Desk Software) on each call received
• Guide end-users through troubleshooting procedures to restore services
• Escalate problems and requests as necessary to ensure a positive resolution
• Diagnose and troubleshoot problems with PCs, software, communications devices, servers and network connections as required
• Cook up with supporting teams to ensure proper hand-off, escalation, and closure of Helpdesk tickets
• Coordinate with supporting teams to ensure proper hand-off, escalation, and closure of Helpdesk tickets
• Conduct installation, upgrade and overall maintenance of PC desktop systems, software and peripherals
• Demonstrate an increasing level of proficiency in hardware, software, networking and other technologies supported by TSTC

Education/Experience/Knowledge/Skills

• Associates Degree in Technical field
• 1-2 years desktop and network troubleshooting experience across multiple vendor platforms, various printers, PDA’s and IP Phones
• 1-2 years experience installing and troubleshooting Microsoft Windows XP/Vista/7 and Office 2003/7/10, Anti-Virus software and Malware
• 1-2 years experience in administering Microsoft Server 2003/2008 and Active Directory
• Ability to work effectively without constant supervision and as a team player
• Ability to define problems, collect data, establish facts and draw valid conclusions quickly
• Ability to communicate effectively with co-workers and clients verbally and through written communication
• Excellent time management skills
• Ability to multi-task many requests in an organized and timely manner
• Must be able to balance and prioritize requests from multiple people
• CompTIA, A+, Network+, or ITIL Foundations a plus

Equal Opportunity Employer

Texas State Technical College (TSTC), as an equal opportunity employer, complies with all applicable federal and state laws regarding nondiscrimination. TSTC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, disability, religion, or veteran status in employment, educational programs and activities, and admissions.