Help Desk Analyst I

6 days ago

Arlington, Virginia, United States InsideHigherEd Full time
Job Title: Help Desk Analyst I

Join our team as a Help Desk Analyst I and play a vital role in providing technical assistance and support to our internal users. As the initial point of contact for all IT-related inquiries and issues, you will ensure timely resolution and excellent customer service.

Key Responsibilities:
  • Provide first-line support by addressing initial user queries, troubleshooting technical problems, managing support tickets efficiently, and offering basic training and education to users on IT systems and software applications.
  • Troubleshoot technical issues, focusing on diagnosing and resolving problems reported by end-users, utilizing troubleshooting methodologies and IT knowledge effectively.
  • Maintain documentation and knowledge base articles for common IT issues and solutions, documenting troubleshooting procedures and collaborating with other IT teams to share knowledge and improve team efficiency.
  • Collaborate with other IT teams to resolve complex issues and contribute to team goals, sharing knowledge and supporting peers to achieve collective success.
Requirements:
  • High school diploma or equivalent required; Associate or bachelor's degree in information technology, Computer Science, or related field preferred.
  • Zero to two (0-2) years of experience in a technical support role, preferably in a help desk or service desk environment; experience with ticketing systems and remote support tools is desirable.
  • Basic understanding of Microsoft Windows operating systems, Office applications, and common productivity software; familiarity with hardware components, networking concepts, and troubleshooting methodologies.
  • Strong interpersonal and communication skills with a customer-centric approach; ability to remain calm and courteous while assisting users with technical issues and inquiries.
  • Excellent problem-solving skills, with the ability to diagnose and resolve technical issues while adhering to established procedures.
  • Willingness to learn new technologies and adapt to evolving IT environments; ability to work effectively under pressure in a fast-paced, dynamic team environment.
Preferred Qualifications:
  • Solid Help Desk experience.
  • Telephone support and in-person support experience.
  • Solid diversified customer service background in a computer-related field.
  • Experience with Help Desk tracking software such as ServiceNow, ADUC, and Office 365.
  • Experience in performing quality assurance tasks in a help desk or call center environment, reviewing tickets and providing feedback, monitoring calls, surveying clients, etc.
  • Knowledge and experience in creating documentation using Microsoft Word Applications.
Knowledge, Skills, and Abilities:
  • Knowledge of Help Desk/Information Desk work environment.
  • Solid Customer Service experience.
  • Ability to multi-task (ex: navigate computer programs and ticketing system while taking phone calls).
  • Solid desire to help and assist faculty, staff, and students.
  • Excellent verbal and written communication skills.
  • Self-motivating.
  • Self-directing.
  • Excellent interpersonal skills.
  • Excellent phone etiquette.
  • Solid triaging skills.
  • Able to type at least 40 WPM on a keyboard.

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