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Help Desk Support Analyst

2 months ago

Fort Worth, United States American Track Full time

Job Type

Full-time

Description

American Track is seeking a Help Desk Support Analyst to provide technical support to users throughout the organization. A successful Help Desk Support Analyst is not only a technical whiz, but also provides a bridge between their customers and the solutions they need. This role requires candidates with active listening skills, high patience and the ability to work with a sense of urgency.

MAJOR RESPONSIBILITIES Responds to end-user requests for technical assistance by phone, email, and ticketing system to resolve issues in a quick and efficient manner Troubleshoots and resolves basic computer, application, system, device, access or performance issues. Researching and responding to user questions, and explaining complex fixes in plain language. Escalates issues to appropriate teams where necessary. Instructs users how to use systems and applications for best practices and in compliance with IT policies. Logs and maintains user requests and solutions in ticketing system. Administers user accounts across country, such as resetting passwords, adding, and removing access. Supports the installation and configuration of equipment system software Provision end user devices such as laptops, tablets and phone equipment Provides endpoint management including remote support, and patch management Supports with the asset management and maintain product lifecycles Supports server and network management Utilizing network monitoring solution to support infrastructure and escalate when needed Following standard operating procedures, and creating new procedures for resolutions, and when otherwise appropriate Recording time accurately in ticketing system, including documenting issue resolution Participating in projects to advance department goals Participating in On-Call rotation to support staff outside of standard business hours Performs all other duties as assigned.

Requirements

Education Required: High School Diploma or GED required. Technical Degree in Information Technology, or equivalent experience. Certifications: A+, N+, MCP, MCSA, MCSR, CAN preferred

Work Experience Required: 2+ years experience in similar help desk analyst role Experience working in Windows Server/Client, MacOS, VMware, Active Directory, Office 365 Admin (Exchange, InTune, Entra, Teams, SharePoint, OneDrive), Duo, Adobe Enterprise, Veeam Backup, Cisco/Meraki networks

Skills & Knowledge Required: Excellent communication skills, both written and verbal. Analytical and multitasking skills, with the ability to prioritize tasks. Fast paced Knowledge of ITIL service management concepts Time management and organization skills. Strong interpersonal and customer service skills. •

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