Help Desk Analyst Jobs

Title: Help Desk Analyst

Duration: 12 month contract- Possible Conversion

Location: Remote (Seattle)

Shifts:

Fri - Mon, 5:30am - 4:30pm PST

Wed-Sat, 7pm - 6am PST

Sun-Thurs 2a-11a PST

Job Summary and Mission:

· Acting as a first point of contact within the Enterprise Help Desk (EHD) for information systems user problems.

· Primary tasks will be password resets and initial log-in issues.

Summary of Key Responsibilities:

· Assists in identifying trends in continuing hardware, software or systems problems.

· Documents user problems, resolution, and new solutions for future reference using EHD tools and resources.

· Maintains regular and consistent attendance and punctuality.

· Performs first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, and follows up to assist users in solving their information systems problems in a continuous user-support environment.

· Refers user problems to EHD Management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution.

Summary of Experience:

· Help desk or customer support environment supporting various hardware, software and personal computer tools: 1 year.

· Problem management and knowledge base tools: 1 year.

· Retail Point of Sale systems and or computing systems: 1 year.

Required Knowledge, Skills and Abilities:

· Ability to communicate clearly and concisely, both orally and in writing.

· Ability to handle multiple tasks.

· Ability to work in a fast-paced and changing environment.

· Ability to work as part of a team.

· Ability to deliver customer service to users with various levels of computer knowledge.

· Ability to work with users of various levels of computer knowledge.

· Strong technical aptitude and troubleshooting skills.