Help Desk Analyst

2 weeks ago

Norfolk, United States Endurance IT Services Full time
Job DescriptionJob DescriptionHelp Desk Analyst - Norfolk, VA (Onsite)

Description


The Help Desk Analyst will provide technical assistance to computer system users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines, and policies. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Answer questions or resolve computer problems for clients in person, via telephone or from a remote location.


Responsibilities


· Maintains detailed knowledge of desktop and laptop personal computers and peripheral equipment.

· Fields incoming help requests from end users via both telephone and e-mail in a courteous manner.

· Triage incoming phone calls and helpdesk tickets and escalates to technical analyst as needed.

· Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

· Uses remote access tools to troubleshoot and fix computer system problems remotely.

· Builds rapport and elicits problem details from help desk customers.

· Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

· Works with Security and Technical Services teams to provide a robust and secure environment.

· Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

· Applies diagnostic utilities to aid in troubleshooting.

· Utilizes group policy to manage computer settings and limitations.

· Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

· Identifies and learns appropriate software and hardware used and supported by the organization.

· Performs hands-on fixes at the desktop level as needed, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

· Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

· Performs backup and recovery procedures as a safeguard measure.

· Performs post-resolution follow-ups to help requests.

· Performs other duties as assigned by leadership.

· Provides on-call support as necessary.


Position Requirements

Knowledge & Experience:

· Experience in help desk and direct customer assistance environments.

· Demonstrated knowledge of desktop and endpoint (tablet, iPhone, iPad etc.) systems installation, administration, performance monitoring, and troubleshooting, and the theories, concepts, principles, models, methods, and tools associated with each.

· Basic knowledge of Microsoft Windows based server environments and services (i.e., Active Directory, DHCP, DNS)

· Extensive demonstrated knowledge of desktop and endpoint (tablet, iPhone, iPad etc.) systems installation, administration, performance monitoring, and troubleshooting, and the theories, concepts, principles, models, methods, and tools associated with each.

· Basic knowledge of Microsoft Windows based server environments and services (i.e., Active Directory, DHCP, DNS)

· Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

· Demonstrated ability to communicate complex technical matters, both verbally and in writing, to end users who have varied levels of understanding of subject matters.

· Demonstrated ability to handle multiple competing tasks and work both independently and as a team member.

· Demonstrated ability to generate and adapt equipment and technology to serve user requirements.

· Experience using imaging software to image PCs

· Highly self-motivated and directed.

· Experience using imaging software to image PCs

· Exceptional written and oral communication skills.

· Ability to perform research, analyze results, draft requirements, and formulate technology solutions.

· Demonstrated ability to communicate complex technical matters, both verbally and in writing, to end users who have varied levels of understanding of subject matters.

· Experience diagnosing, troubleshooting, and resolving hardware, software, and other network and system problems, and replacing defective components, as required.


Preferred Qualifications:

· Bachelor of Science degree from an accredited institution in Computer Science or discipline related to the knowledge skills and abilities; or equivalent combination of education and experience that meets the minimum qualifications, as outlined.

· Experience in the coordination and delivery of computing services and technology in an academic environment.

· Microsoft or Apple related certifications for end user systems.

· 2+ years of helpdesk experience.



Optional Requirements

Knowledge & Experience Certification

· CompTIA A+

· CompTIA Network +

· Knowledge of basic networking protocols (DNS, DHCP, TCP/IP etc....)

· Knowledge of Papercut printing software.



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