Help Desk Analyst Jobs

The Help Desk Analyst is responsible for providing user support for our enterprise hardware and software infrastructure and is the single point of contact for end-users to receive support and maintenance within the region's technology environment.

• Travel to satellite offices as needed for special projects, coordinating IT services for newly acquired or opened offices, or providing coverage when another office is short staffed. Travel generally limited to 15%.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop/session operations.
• Accurately document instances component failure, repair, installation, and removal.
• When necessary, liaise with third-party support and PC equipment vendors.
• Install, configure, test, maintain, monitor, and troubleshoot end points and related hardware and software in order to deliver required service levels.
• Collaborate with Help Desk Manager to ensure efficient operation of the IT Infrastructure and resolve end-user issues.
• Serve as the primary point of contact and subject matter expert for the front-end of the region’s document management system.
• Perform on-site and remote analysis, diagnosis, and resolution of first and second level issues for end-users and recommend and implement corrective solutions.

• 5+ years of Help Desk experience in an enterprise environment
• Apple mobile device platform expertise
• College degree preferred.
• Ability to diagnose and resolve basic technical issues.
• Basic network infrastructure skills
• Excellent communication skills
• ITSM incident management experience (SolarWinds Service Desk, ServiceNow, etc.)
• In depth knowledge of Microsoft Windows 10 and Microsoft Office applications
• Computer hardware break/fix