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Form of workJob Description
Position:Help Desk Support Analyst
Location: Broadview Hts., OH (100% onsite)
Duration: Full time W2
Description:
Our client is looking to add a Help Desk Analyst to their team due to promotion within the organization.
In your new role, you will ensure proper computer and mobile device operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
- Provide first contact support of incoming requests to the service desk to ensure courteous, timely, and effective resolution of end-user issues.
- Build rapport and elicit problem details from service desk customers.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs. Escalate incidents with accurate documentation to a suitable technician, when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Test fixes to ensure an incident has been adequately resolved.
- Contribute to the IT knowledge base.
- Provide suggestions for continual improvement.
Required qualifications:
- Associate degree or higher in Computer Science, Information Systems, or two-three years’ experience in a hands-on technical desktop support role.
- Strong knowledge of Microsoft Windows operating systems.
- Application support experience with Microsoft Office products.
- Administrative knowledge of Active Directory users and computers. Demonstrated knowledge of TCPIP, DNS, DHCP, VPN, Wi-Fi, and LAN/WAN architecture as it affects the end-user environment.
- Application support experience with Apple wireless devices.
- Strong knowledge of computer hardware and disk imaging procedures.
- Working knowledge of a range of remote control and diagnostic utilities.
- Experience supporting end users in a centralized Help Desk environment.
- Excellent English oral and written communication and documentation skills.
- Strong analytical and problem-solving skills.
