Help Desk Support Analyst

2 weeks 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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