IT Help Desk Analyst

4 weeks ago

Knoxville, United States Stowers CAT Full time
Position Overview
The role of the IT Help Desk Analyst is to provide Tier 1 user support by troubleshooting, diagnosing and resolving IT incidents and service requests within SLA’s. In addition, the IT Help Desk Analyst will follow and create documented procedures on supporting and deploying various technologies and applications based on industry best practices or ITIL processes. This role will also gather and analyze information about the user’s issue to resolve their problem or complete their service request providing a best in class end user experience. The IT Help Desk Analyst will manage the ticket queue, provide incident triage and escalation, analyze and prepare ticket and SLA data, and identify improvement opportunities through automation and improved processes and systems.

The ideal candidate will have a strong IT Help Desk background; possessing excellent communications skills and a genuine desire to help other team members.

Key Responsibilities (Essential Duties and Functions)
• Effectively handles individual software, hardware and connectivity problems and service requests from call-in through resolution and user confirmation, practicing total contact ownership.
• Identifies problems, troubleshoots and provides Tier 1 technical support for customers for the following: Windows 10 & 11, Office 2019, Office 365, Hardware/Software conflicts, remote support via remote control tool, VPN connectivity and/or administration, Network connectivity.
• Responsible for meeting IT Help Desk Service Level Objectives and metrics.
• Effectively communicate service outages to users – planned and unplanned. Coordinate support response during critical risk, slowdown, and outage scenarios.
• Assist resolver group owners with incident lifecycle responsibility including resolution of aging tickets, training, etc.
• Oversee creation and management of IT Help Desk Knowledge Base and customer onboarding and offboarding processes.
• Oversee managed service vendor tickets and SLA’s to align with business goals and objectives to ensure established service level requirements are met.
• Solicit user feedback through surveys to identify satisfaction levels and improvement opportunities.
• Support user administration and support with Microsoft 365
• Other duties as assigned.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Education/Experience
• High School Diploma or equivalent is required
• Previous IT Help Desk or customer service experience a plus
• ITIL Certifications a plus

Knowledge/Skill Requirements
• Fanatical customer service skills
• Must possess strong oral / written communication and listening skills
• Analytical problem-solving skills
• Must be able to act with a sense of urgency and commitment to resolve
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Proficient in encouraging diverse thinking to promote and nurture innovation
• Continuous Improvement mindset
• Ability to present ideas in business-friendly and user-friendly language.
• Documentation of process and standard operation procedures
• Ability to multi-task effectively
• Previous experience with IT Service Management Including: (ITIL preferred)
o Incident Management
o Problem Management
o Change Management
o Release Management
o Knowledge Management
o Configuration Management

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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