Helpdesk Analyst I (Software Support)

Job Title: Helpdesk Analyst I (Software Support)

Branch: 80

Department: Service

Reports to (Title): Service Manager

Date: 01/30/2023

Milner Technologies, Inc. is an industry leading provider of document management, workflow, and imaging solutions for Enterprise Content Management (ECM) and business process automation. Our proprietary software solutions give customers the ability to digitize documents quickly and efficiently from any internal or external source, quickly retrieve documents, and provide customized automation of business processes for a variety of operational and functional demands.

BASIC FUNCTION

Primary Responsibility: The Helpdesk Analyst I is responsible for providing customer service and technical software support for Milner's proprietary document management solution.

WORK PERFORMED

ADA DUTY % TIME

E

Monitor helpdesk tickets and answer telephone calls from clients.

45%

E

Create service tickets and document all steps, time, and actions taken, while maintaining current status of all assigned service tickets.

15%

E

Maintain communication with the customer while troubleshooting software and some hardware solutions.

5%

E

Answer inbound technical questions from customers and gain an understanding of each client environment and situations.

5%

E

Advise and submit software enhancement requests based upon customer experience, feedback, and resolution.

5%

E

Organize and perform software upgrades when necessary.

5%

E

Effectively collaborate and communicate with immediate team members and escalate issues in a timely manner.

5%

E

Maintain appropriate product knowledge of the proprietary software via training, self-study, and team meetings.

5%

E

Document appropriately to assist in future troubleshooting.

5%

NE

Perform other duties as required.

5%

EDUCATION REQUIREMENTS

• High school diploma or equivalent work experience required.
• Preferred Associates or higher-level college degree in a technical (MIS, IT) program or equivalent education (Military or Tech School).

EXPERIENCE REQUIREMENTS

• High level of professionalism and excellent customer service skills with effective communication and organizational skills.
• 1+ years Helpdesk training and experience.
• 1+ years of Microsoft Server operating systems level troubleshooting experience.
• Must be able to handle, maintain and control multiple technical tasks.
• Requires constant attention to detail and the ability to diagnose and troubleshoot.
• Must be able to effectively communicate technical information to clients, vendors, and coworkers.
• Certified Professional preferred.

WORK ENVIRONMENT

• Work in areas which require attention to detail in a varied environment.
• General office environment. May spend long hours sitting or standing.
• Some physical effort is required which may involve bending, reaching, stretching, or similar activities as well as lifting or moving items weighing up to 60 pounds.

SPECIAL REQUIREMENTS

• Employee must complete required courses as described by Human Resources for all employees.
• This description presents the major responsibilities required for this job title. Individual positions may require the performance of additional duties as assigned.

BUDGET RESPONSIBILITY

• Secure and maintain work environment, PC, Phone and other assigned equipment.