Helpdesk Analyst
IBM · Rocket Center, WV · Yesterday
HybridFull-time
Role and Responsibilities
- Resolve Client Incidents: Perform resolution and tracking of client end-user incidents, ensuring compliance with IT Service Desk procedures. This includes diagnosing and resolving technical issues via online helpdesk systems, live telephone calls, and remote support tools.
- Security Administration: Perform security administration functions for user access, data access, and remote access, maintaining the security and integrity of the system.
- Incident Documentation: Document all incidents, outages, status, and resolutions in the problem management tool, providing timely and professional notifications regarding incidents impacting the user community.
- Utilize IT Resources: Proactively utilize IT resources to stay current with technology and improve incident resolution efficiency.
- Provide Notifications: Issue timely and professional notifications regarding incidents impacting the user community, keeping them informed of incident status and resolution.
Requirements
The earliest start date for this Help Desk Analyst career opportunity will be Nov 2026.
Preferred Education and Technical & Professional Expertise
- Associate's Degree/College Diploma
- Exposure to IT Helpdesk Systems: Familiarity with utilizing online helpdesk systems to diagnose and resolve technical issues.
- Basic Understanding of PC Operating Systems: Knowledge of PC operating systems, including troubleshooting and resolving common issues.
- Experience Working with Remote Support Tools: Exposure to remote support tools used to diagnose and resolve technical issues.
- Data Access Administration: Familiarity with performing security administration functions for user access, data access, and remote access.
- Incident Tracking and Documentation: Experience with documenting incidents, outages, status, and resolutions in a problem management tool.
- Familiarity with IT Resources: Exposure to utilizing IT resources to stay current with technology and improve incident resolution efficiency.
- Knowledge of Network Fundamentals: Basic understanding of network concepts, including troubleshooting and resolving common issues.
- Exposure to Server Administration: Familiarity with server administration functions, including security and access management.