Help Desk Analyst

Responsibilities
Provides support to end-users on a variety of issues. Responsible for providing positive customer service on all levels and to ultimately drive to completion and total resolution of each reported issue. Works closely with system and network administration teams to execute and complete project tasks within the pre-determined timeframe and according to specifications.

• Monitors the Help Desk queue, and ensures tickets are resolved before the exceeded target completion date/time, or to the customer's satisfaction.
• Identifies, researches, and resolves technical problems.
• Respond to telephone calls and emails requesting assistance.
• Tracks and monitors all issues to ensure a timely resolution.
• Relies on instructions and pre-established guidelines to perform the functions of the job.
• Installs and configures PCs, laptops, printers, fax machines, and other equipment as assigned.
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, software, and peripherals.
• Documents, maintains, upgrades, or replaces hardware and software systems.
• Supports and maintains user account information, including security rights and systems groups.
• Works with all levels of Information Systems staff to help identify problem solutions and documentation.
• May perform other duties as needed and/or assigned.

Qualifications

• High school diploma or general education degree (GED) required.
• Two or more years of technical customer service support and tracking, desktop setup and support and configuration.
• Familiarity with the following preferred:
  • Security through user administration of Active Directory
  • TCP/IP, internet, intranet, Cisco VPN, and firewall technologies
  • Remote access security techniques and products
  • Email architecture, services, and protocols, Outlook configurations
  • Citrix, VPN Client, and Web
  • LAN/WAN infrastructure, protocols, and technologies
• Strong analytical and problem-solving skills.
• Must be willing to work extended hours, nights, or weekends when necessary.
• A+, Net+, CCNA, MCTS, MCDST preferred.

What's the difference between a job and a meaningful, rewarding career? The people you serve. When you work at Atria, you have a front-row seat to the amazing life stories of the wisest people on earth. What's more, you are part of an extraordinary company -one that's investing in the future of senior living by investing in you. Don't just do a job. Be part of an extraordinary life.
Atria is an equal opportunity employer committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, age, national origin, disability, genetic information, veteran status, or any other classification protected by applicable law. Atria will not tolerate harassment or discrimination based on any of these protected classifications.