Help Desk Analyst
2 days ago
You're joining a team of exceptional leaders and individuals who strive for growth and improvement across our business. The information team plays a crucial role in the success of our organization, and you've got a passion for ensuring both our business and customers are protected by creating and improving world-class programs and products.
Job Responsibilities:
- Respond to requests for remote technical assistance via phone, chat, or email.
- Diagnose and resolve technical hardware and software issues.
- Research questions using available information resources.
- Advise customers on appropriate action.
- Follow standard help desk procedures.
- Log all help desk interactions.
- Follow up with customers to ensure complete resolution of issues.
- Redirect problems to correct resource.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests and document resolutions.
- Inform management of recurring problems.
- Stay current with system information, changes, and updates.
- Help update training manuals for new and revised software and hardware.
- Train computer users as necessary.
- Participate in rotating on-call schedule.
- Demonstrate exceptional communication and customer service skills while maintaining a courteous and professional demeanor.
- Effectively troubleshoot and resolve technical issues in a professional manner.
- Assist with maintaining accurate records of all IT assets including hardware, software licenses, and peripherals.
- Exhibit customer service, communication, teamwork, and accountability.
- Experience using helpdesk ticketing systems.
- Knowledge of networking, backup, and data communication systems and procedures.
- Strong verbal and written communication skills.
- Ability to understand software and hardware applications as applied to the Helpdesk position.
- Knowledge of and experience with the technologies and systems used by the company, with particular emphasis on Microsoft Operating Systems and software.
- Experience using M365 is a plus.
Requirements:
- Associate's degree or equivalent experience in Information Technology or related field.
- Certification in relevant technologies (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
- Strong problem-solving and analytical skills.
- Excellent communication and customer service skills.
- Familiarity with various operating systems, software applications, and hardware components.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- 2+ years of prior phone-based IT support experience.
- Strong written and oral communication and customer service skills.
- Familiarity with help desk ticketing software including reviewing, assigning, and handling tickets.
- Experience installing a wide variety of hardware and software.
- Advanced knowledge of Microsoft Windows Operating systems 10/11.
- Knowledge of wired/wireless network connectivity, PC setup, configuration, and maintenance.
- Prior experience with Active Directory maintenance including password resetting and managing group membership.
- Ability to multitask in a fast-paced team environment.
- Willingness to learn new skills to provide effective support for agency technologies.
- Ability to work independently and within a team.
- Strong problem-solving and analytical abilities.
- Attention to detail and ability to manage multiple priorities.
- Willingness to learn and adapt to new technologies and tools.
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