Help Desk Analyst

2 days ago

Las Vegas, Nevada, United States Credit One Bank Full time
Job Summary

We are seeking a highly skilled and motivated Help Desk Analyst to join our team at Credit One Bank. As a Help Desk Analyst, you will be responsible for providing technical support and assistance to end-users regarding the use of computers, networks, and related peripheral hardware and software.

Key Responsibilities
  • Field incoming help requests from end-users via telephone and email in a courteous manner.
  • Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit incident details from end-users.
  • Assess severity of issues and categorize and assign accordingly.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end-users.
  • Provide support and training to all end-users on computer workstation operation, setup, configuration, and other issues.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer workstation performance.
  • Provision and deprovision of user accounts, systems, applications, and network access.
  • Complete regular reviews of system users to ensure users are authorized and provisioned properly.
  • Perform routine security audits and other external compliance audits for all provisioned user accounts.
Requirements
  • College-level coursework in Computer Science or related field and/or 0-1 years equivalent work experience.
  • Fundamental knowledge of computer workstation hardware, networking principles, business applications, and peripheral devices.
  • Experience administering users and computers in a complex enterprise environment.
  • Able to read and understand technical manuals and procedural documentation.
  • Strong written and oral communication skills and effective interpersonal and relationship-building skills.
  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
Preferred Qualifications
  • A+ certification.
  • Technical certifications in Microsoft technologies, CompTIA certifications, or equivalent work experience.

Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.

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