Help Desk Support Analyst

Responsibilities

• Support all business associates and ensure that associates receive timely and excellent customer service by fielding Help Desk requests and resolving technical issues.
• Troubleshoot software and general IT/PC issues.
• Monitor and submit updates on incident and problem tickets.
• Follow up with assigned personnel.
• Escalate to other IT groups as needed.
• Share process and best practices to other members of the IT department and business.
• Create, submit for approval and maintain knowledge base documents that are pertinent to retaining knowledge and training new Help Desk members.
• Escalate unresolved problems to Deskside support and management.
• Actively participate in the implementation of quality improvement programs for IT department.

Requirements

• Strong organizational skills and ability to work independently, prioritize and meet deadlines.
• Strong customer service skills.
• Able to work in an effective and consistent manner while maintaining high quality.
• Excellent oral and written communication skills.
• Able to exhibit patience with other employees.
• Willingness to comply with established directives, policies, and best practices.
• Maintain confidentiality and security information.
• Able to work under pressure.
• Willingness to work in a team environment.
• Excellent analytical skills.

Qualifications

• At least one year of desktop/software support experience or college degree within IT required.
• Microsoft Office365 administration experience preferred.
• Experience working in a call queue is preferred.
• Experience in working with software applications, computer hardware, printers, and other peripherals.

Skills

• Strong organizational skills and ability to work independently, prioritize and meet deadlines.
• Strong customer service skills.
• Able to work in an effective and consistent manner while maintaining high quality.
• Excellent oral and written communication skills.
• Able to exhibit patience with other employees.
• Willingness to comply with established directives, policies, and best practices.
• Maintain confidentiality and security information.
• Able to work under pressure.
• Willingness to work in a team environment.
• Excellent analytical skills.

Benefits

• Competitive pay.
• Comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.

Pay

• Commensurate with experience.

Schedule

• Varies based on department needs.