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Help Desk Analyst

4 months ago

Salem, United States Expedite Technology Solutions, LLC Full time

The primary purpose of this position is to provide internal service desk support services. This includes the provisioning, setup, configuration, and continued administration and support of end-user technology such as desktop computers, laptops, mobile phones, peripherals, and software. This position is a customer service role, meaning that frequent user interaction is required to troubleshoot problems, provide support, and communicate about resolutions and timelines.

Assists end-users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities. Documents, tracks, and monitors the problem to facilitate a timely resolution. Relies on established guidelines and instructions to perform daily job functions. Works under immediate supervision.

  • Provides level 1 and occasional level 2 user support for end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to support efficient and effective business functions.
  • Receives and responds quickly to user or technology issues (e.g. user or team member reported technology problems, concerns, questions, requests) to deliver responsive technical support and communication.
  • Requests additional information to ensure that problems are fully understood and that customers feel heard.
  • Analyzes issues and, if possible, resolves matters immediately to meet customer needs.
  • Thoroughly document issue details, troubleshooting steps are taken, and resolution is taken to build a technical support knowledge base, support reporting metrics, and allow issue follow-up.
  • Independently manages workload and shares anticipated resolution timelines when additional work is required to ensure that issue follow-up occurs and that customers are informed.
  • Identify likely next steps for resolution and route issues to appropriate team members when escalation (e.g., level 2 or 3 support, complaints) or transfer is required to facilitate seamless support transition.
  • Contact hardware, software, and service vendors for troubleshooting, support, or warranty requests to address issues.
  • Assists with technical training to ensure that agency staff are prepared for changes and can use tools effectively.
  • Provides subject matter expertise, serving as a willing source of knowledge and a change champion.

Diagnoses and troubleshoots technical and business process problems to resolve issues quickly.

  • Monitors end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to quickly address performance, security, or usability problems.
  • Configures, installs, and maintains end-user technology to ensure that technology is current, secure, supported, licensed, and aligned to agency and enterprise technology standards and reference models.

Assists in maintaining an inventory of all IT assets, including physical assets, licenses, and subscriptions, to support informed IT planning and decision-making.