Help desk Analyst
2 weeks ago
Job Title: Help Desk Analyst
Reports To: Manager, Help Desk
Summary: Provides first level technical support to Telerx s information technology functions.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
= Identifies, and resolves reported problems related, but not limited, to voice systems, data centers,
account administration, email, desktop, and applications issues with Helpdesk software.
= Maintains email, virus protection, network connectivity, wireless connectivity, application
installation, and performs all related upgrades;
= Provides workstation and server hardware and software technical support including peripherals
such as printers and handheld devices; assists with end user questions and problems.
= Provides access to shared file, print, and backup services.
= Supports internal evaluation of hardware/software needs, training/documentation of automated
processes and general computer support.
= Coordinates the installation, and upgrades of end user hardware and software.
= Monitors all aspects of the daily operation for data centers or similar operations. Assures
appropriate input and back-up procedures are followed. Updates procedures, corrects errors and
troubleshoots.
Supervisory Responsibilities
This position has no supervisory responsibilities.
Job Specifications: To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill,
and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.
Education and/or Experience
Minimum of an Associate s degree (A.A.) or equivalent from two-year college or technical school: a
minimum of one to three year s related experience and/or training; or equivalent combination of
education and experience.
Language Skills:
To read and interpret documents such as safety rules, operating and maintenance instructions, and
procedure manuals. The ability to write routine reports and correspondence.
This document is property of Telerx and is intended for internal use only.
Page | of 2
Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral or
diagram form and to deal with problems involving several concrete variables in standardized
situations.
Computer Skills/Technical Skills
Must be proficient in Microsoft Office package, have knowledge of data center operations and
concepts including maximizing system availability, downtime scheduling and communications, event
monitoring, incident reporting, documentation, Help Desk and change management, knowledge of
CA Autosys, basic understanding of Oracle database environment, Oracle enterprise experience, good
understanding of SQL and PL/SQL in Oracle, and strong desktop hardware & software skills.
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