Help Desk Analyst

4 weeks ago

Concord, United States Crescens Full time
Job title: Help Desk Analyst
Location: Concord, NH [Onsite]
Duration: 7 months
Type: contract

LOCAL CANDIDATES ONLY (In - person interview)

Job Description :
  • Under the direction of the HDS Mgr/Lead, this resource assists with problem resolution for desktop operating and maintenance functions; provides second tier desktop-related troubleshooting for help desk services, for multiple supported technologies.
  • JOB DESCRIPTION: Performs all Help Desk functions that include but are not limited to the following: Preliminary and second tier troubleshooting of Windows operating systems and all state standard software.
  • Troubleshoots network connectivity issues through Windows Active Directory including unlocking accounts and changing passwords.
  • Provides technical problem resolution to all (Client) users as well as tracking the computer-related problems vi help desk tool. - Identifies reoccurring issues and recommends constructive resolution.
  • Maintains and creates help desk documentation, including Knowledge Base articles for use by Client technicians and customers.
  • Interacts with all levels of Client customer base and staff in a professional, courteous and expedient manner.
  • Assists, trains and mentors' internal customers and the end user community in technical matters associated with personal computer hardware, software and peripherals.
  • Contacts and interacts with customer and state approved vendors to correct problems with equipment or service through to service restoration.
  • Provides ongoing coaching to Client team members in an interactive and as needed basis.
  • Maintains proficiency in the support of hardware and software systems in support of the Help Desk Service mission.
  • Assists in the development of technical training programs and materials.

Required Skills:
  • Professional experience troubleshooting Windows desktop operating systems, Windowsbased application software for end users.
  • Professional experience using Microsoft Active Directory to unlock end user accounts and change user passwords
  • Professional experience troubleshooting network connectivity issues for end users.
  • Professional experience utilizing remote access tools, such as ConnectWise, to access end user devices for troubleshooting problems
  • Professional experience working with a help desk ticketing system, such as BMC Footprints or other similar ticketing systems.
  • Experience in the use of Microsoft tools such as Outlook, Teams and SharePoint.
  • Strong Customer Service skills and communication skills both written and spoken are essential to being selected for this position.

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