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Help Desk Analyst

3 months ago

Fort Worth, United States Robert Half Full time

Full job description

POSITION SUMMARY:

Answer helpdesk phone and email; provide first-call user support by telephone or in person; create and dispatch support tickets for the other helpdesk technicians; setup, install and support software and hardware at offices/plants; support IT projects (group and local).

RESPONSIBILITIES & EXPECTATIONS:

  • Answer telephone calls and emails to LNA helpdesk
  • Provide first-call support to users
  • Diagnose and resolve user problems
  • Support users in use of hardware and software
  • Support daily and recurrent IT operations
  • Rotate monthly after-hours support
  • Properly escalate complex problems to appropriate support level
  • Keep customers informed regarding resolution steps
  • Achieve global and local service desk metrics and service levels
  • Work on regional/global projects as needed and assigned
  • Log all calls on the IT ticketing system and ensure data quality of system
  • Support network administrators when needed
  • Analyze, troubleshoot, and support all aspects of the client infrastructure, including PC hardware and software installs, video conferencing, wireless networking, TCP/IP, DNS, and DHCP Client based issues
  • Travel as needed, however, this will be limited

ATTRIBUTES:

  • Communications skills , both oral and written
  • Technical skills including but not limited to: Windows 7, 10, and 11, O365 suite, iOS, Office 2010, SCCM, and PC hardware
  • Organizational skills
  • Problem solving an analysis skills
  • Interpersonal skills
  • Ability to work as a team member
  • Windows AD user administrator in skills
  • Basic networking knowledge
  • Excellent customer service skills
  • Asset management

PHYSICAL DEMANDS INCLUDE, BUT ARE NOT LIMITED TO:

  • Must be physically able to perform work assigned.
  • Must be physically capable of accessing all plant locations if needed.
  • Tolerate working outside in severe weather conditions as well as exposure to industrial high temperature, noise and dust.
  • Will be working primary in an office environment but may need to go in mining environment.
  • The employee will be exposed to the following working conditions: Extreme Heat and Cold, Noise, Vibration, Oils, and Atmospheric Conditions such as Dust, Fumes, and Metallic Particles.
  • The employee will be required to perform the following actions (from time to time): Standing, walking, balancing, stooping, kneeling, reaching, talking, seeing, hearing and sitting.
  • Able to lift up to 50 pounds.

REQUIRED EDUCATION:

  • High School Diploma or GED

PREFFERED EDUCATION:

  • 2-year college degree in a technical field

REQUIRED EXPERIENCE:

  • 2 or more years’ experience in an information technology (IT) role

PREFFERED EXPERIENCE:

  • 5 or more years’ experience in an information technology (IT) role in help desk function