Help Desk Analyst I

Position Summary

Provides level one and some level two hardware, software, and user account support to all company locations and personnel.

Answers phone calls, enters requests and problem details into help desk problem management software, follows through and provides resolution information.

Ensures timely resolution of problems and requests in effort to minimize service interruptions.

Responsibilities

• Performs some hardware and software installations for mainframe/PC/LAN/LAPTOP equipment.
• Participates in team projects that enhance the quality of service provided by the Technology Help Desk.

Knowledge And Job Requirements

• Requires a high school diploma or equivalent with a related college degree preferred.
• Requires at least one year experience as a business support user.
• Education/training in computer troubleshooting preferred.
• Previous customer service experience and insurance knowledge preferred.

Submit, update, and track all problems via Help Desk management software.

Assigns them to responsible department if further resolution is required.

Able to assist in the installation, move and setup of PC and mainframe equipment.

Performs fundamental LAN administration.