HelpDesk Analyst

Benefits:

Dental insurance

Health insurance

Paid time off

Vision insurance

HelpDesk Analyst

Key duties and responsibilities for this role include:

Responding to customer queries via email, phone, and in-person

Logging and keeping records of customer queries

Updating self-help documents to assist users with common queries

Diagnosing and solving hardware/software faults

Analyzing call logs to detect underlying issues and trends

Testing and evaluating new technologies to improve or update existing context

Running reports on overall system performance and usage

Working closely with other technical team members and departments to resolve wider-scale problems

Providing technical guidance and instructions to the users for handling the software/hardware issues

Updating and managing the internal IT procedural documentation

Installing and configuring computer systems and applications within the company

Provide desktop support for technical issues via phone, onsite, and/or off-cite

Provide a high level of customer service to end users on a daily basis

Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications

Qualifications

One-year proven experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.)

Minimum 2+ years proven experience working effectively with a diverse team in a highly visible, fast-paced and changing environment with occasionally aggressive timelines

Detail oriented with the ability to work independently

Excellent oral, written, and interpersonal communication

Experience in performing well under pressure

Capable of working competently with personnel at multiple levels of the organization

CompTia A+