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Help Desk Analyst
2 weeks ago
Detailed JD: Help Desk Analyst I (US)
• Responsible for analysing and resolving hardware and software problems across the enterprise, engaging external technicians as appropriate.
• Essential duties to include, but are not limited to: Receives phone requests, logs and manages calls, utilizing correct procedures.
• Receives referrals from Help Desk Technicians that cannot be resolved at that level.
• Analyzes requests for root causes and resolves problems.
• Suggests process improvements.
• Provides guidance to less experienced technicians.
• Takes call on a rotating basis for monitoring system outages.
• Handles specialized functions such as Security Administration, moves/adds/changes and provides project support.
• Requires an AA/AS degree in Information Technology, Computer Science or related field of study and a minimum of 2 years desktop support experience such as hardware/software tools and techniques, networking/telecommunications, applications, configuration management, information technology processes, security processes, escalation procedures and/or request management; or any combination of education and experience, which would provide an equivalent background.
• Minimum of 3 years customer service experience strongly preferred.
Primary Skills
• Service Desk Experience
• Basic Identity & Access Management skiil
• experience with personal computers
• computer networking
• telecommunications or configuration management
• application support and troubleshooting experience
