Help Desk Analyst (Entry Level)

:

Under general supervision; provide technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in an operations center environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; open, update and close trouble ticket on all calls; assist Network Technicians, Database Administrators and System Administration; trouble shoot network (wired and wireless) computer and printer problems; pass more complex end-user problems on to the appropriate technical team; conduct hardware and software inventory maintenance and reporting; document new/updated policies and procedures to ensure timely resolution to problems.

Scope:

The help desk technician fields all helpdesk calls from the user base and creates the initial trouble ticket. If an issue is outside of helpdesk troubleshooting guides, the trouble ticket is reassigned to level-2 for resolution. If the issue is to be resolved by a 3rd party vendor, level-1 will work with 3rd party vendors/contacts until resolution.

Key Duties and Responsibilities:

(Examples of key duties are interpreted as being descriptive and not restrictive in nature)

1. Monitor all environments (field and Data Centers) via Libre NMS; diagnose/repair and/or report/communicate alarms to the appropriate technical support teams
2. Identifies, diagnoses and resolves level one problems for computer users: software, hardware, network and communicates solutions to the end-user
3. Provides one-on-one end-user problem resolution over the phone
4. Delivers, tags, sets up and assists in the configuration of the end-user desktop hardware, software and peripherals
5. Diagnoses and resolves user network (wired/wireless) printer problems, computer hardware, e-mail and intranet access problems.
6. Creates an IT trouble ticket that documents the call and processes that were performed, as well as to be performed – until closed
7. Coordinates timely repair of computer equipment covered by 3rd party vendor maintenance agreements
8. Communicate clearly and professionally with all users
9. Perform minor desktop hardware repair for computer equipment and peripherals that are not covered by 3rd party vendor maintenance agreements
10. Help create documentation on policy, procedures and troubleshooting guides