Short Description:
Under general supervision, diagnose and resolve technical and end-user problems in a customer service oriented, team environment. Install, maintain and support PC software, hardware and peripherals running
on local and wide area networks.
Complete Description:
The Help Desk Analyst provides Helpdesk Support by performing the skills listed below.
Years of Relevant Experience:
1 to 3 years field experience
Preferred Education:
2 year associates degree or equivalent technical study.
Role Description:
•Provides technical assistance, support, and advice to end users for hardware, software, and systems.
•Provides hands-on technical assistance to technical users.
•Investigates and resolves computer software, hardware, network, and telephone equipment problems of users.
•Serves as a contact for level 1 support.
•Serves as a contact for users having problems using computer software, hardware, operating systems, and telephone equipment and escalates as necessary.
•Determines whether problem is caused by hardware, software, or system.
•Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
•Talks with technical and non-technical co-workers to research problem and find solution.
•Reads trade magazines and engages in independent study to maintain current industry knowledge.
•Follow quality standards, documents work, and displays strong customer service skills.
•Ability to work in a team environment.
•Complete assigned tasks.
•Strong communication skills; both written and spoken.
Skills:
Skill
Required / Desired
Amount
of Experience
Experience with Microsoft Windows XP, 7, Server 2003/2008, and Office 2010 in an Active Directory Environment.
Required
2
Years
Experience in Help Desk environment trouble shooting PC and basic networking problems over the phone and in-person.
Required
2
Years
Experience with Cisco networking hardware and basic network troubleshooting.
Desired
1
Years
Strong customer service and oral communication skills, and ability to work in a team environment.
Required
2
Years
Experience with Cisco Unified Communications system, troubleshooting and telephone/voicemail management.
Desired
1
Years
Experience creating, modifying, and deleting Microsoft Windows Active Directory users and computers.
Required
2
Years
Experience with any Apple IOS products or hardware.
Nice to have
1
Years