IT Desk Analyst

JOB REQUIREMENTS

Provide basic level end-user support for all business units within the Walbec Group. This includes:

• Documenting incident tickets within the service desk application
• Initial triage and remediation of reported issues
• Escalation to higher-level support as needed

Deliver support through various methods including:

• Telephone
• Chat
• Email
• In person

End User Support

• Responsible incident reporting through telephone calls, chat, email, or in person
• Create incident tickets for each new incident reported to the service desk
• Perform initial triage and diagnostic troubleshooting to determine cause and remediate if possible
• Escalate incident tickets to support after initial triage has been completed and basic diagnostic information has been assembled and documented in the incident ticket
• Prioritize and schedule incident resolution with end users when required
• Provide support through end user education for the operation of technology including computers, printers, fax machines, smartphones, tablets, and video conferencing equipment
• Test and validate fixes for reported issues to ensure problem resolution
• Perform post resolution follow-ups to ensure end-user satisfaction

Hardware Support

• Utilize various diagnostic tools to perform troubleshooting including:
• SysInternals Suite
• Event Viewer
• Resource Monitor
• Task Manager

• Access system, driver, and application updates through various resources including the internet
• Perform setup, configuration, and asset tagging of all End User Devices
• Maintain preventative maintenance including checking and cleaning end user devices when needed and during the off-season period
• Maintain list of trends and best practices in regards to desktop and Laptop PC hardware and software