The Help Desk Analyst communicates with employees at all levels of the Company regarding issues or concerns regarding their personal computers, software and hardware, printers and systems.
Responds to internal telephone questions and requests related to Information systems resources. Provides problem resolution as appropriate.
Assigns ticket numbers, route and coordinate application and technical problems requiring greater levels of technical skills.
Critical problem management, including the tracking of pending problems to completions; maintaining contact with the users, supplying relevant information and providing status reports on problems.
Personal computer hardware and software support and maintenance, including desktop and laptop deployment, printer support and maintenance.
Documents and tracts inventory and assets.
May assist in server and LAN/WAN support.
Demonstrates excellent customer service skills, including professionalism, courtesy and patience in all dealings with customers.
Develop, document and maintain the necessary procedures, forms and logs to identify, route, control and resolve problems.
Provide Help Desk metric and provide monthly reports as needed.
Other duties as assigned.
BS degree in business, computer science or engineering with two to three years working experience in a technical/help desk support role, or equivalent related experience. Microsoft certification: MCSE or MCSA; other certifications a plus such as CompTIA A+, Server +, Network +, Dell, Cisco. Very strong computer skills, good working knowledge of Windows 2000XP environment. Knowledge of peripheral equipment such as printers and scanners is highly desirable. A demonstrated proficiency with Microsoft Office Tool Set is required.
Must possess and be able to demonstrate excellent customer service and verbal communication skills (both written and verbal). Must be able to accurately record and provide detailed documentation of resolutions and other steps taken to resolve issues. Handle multiple projects with varying priorities in a fast paced environment.