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Help Desk Analyst

2 months ago

Los Angeles, United States NavitsPartners Full time

Title: Help Desk Analyst

Responsibilities:

  • Field incoming help requests from end users via telephone and e-mail in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • 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.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Must have knowledge and experience:

  • Dell and/or VMware product knowledge
  • Incident response experience
  • Background in security space
  • Be able to travel to client’s location, when needed on short notice