Help Desk Analyst

Job Description

Required Skills & Experience

2+ years minimum of Help Desk experience

Experience answering calls, logging tickets, and assigning them to the correct department

Basic troubleshooting experience (hardware and application support)

Excellent documentation skills

Experience with any basic ticketing system

Good communication and customer service skills

Nice to Have Skills & Experience

Bilingual Support center knowledge Experience with the Footprints ticketing system

Job Description

An employer in Katy, TX is seeking an eager, motivated Help Desk Analyst to provide first level resolution and excellent customer service to their internal employees and external users. The Help Desk Analyst will be responsible for answering phone calls, logging tickets in the Footprints ticketing system (30-60 tickets a day), assigning the tickets to the appropriate department, and documenting the process from start to finish. They will work closely with the FTE team and will be provided training. Examples of issues they will resolve (but not limited to) will be around MS Office 365, MS Teams, basic MS Office Applications, various hardware support (Lenovo, Dell, HP equipment). They will sit onsite at the Technology Support Office, so no travel will be involved. Other random tasks can include, organization of equipment, taking out trash as needed, checking out equipment, assisting librarians/teachers at campuses, etc. The schedule will be Monday-Friday from 6:30AM-4:30 PM work an 8 hour shift within that timeframe. First 2 weeks they will work 4/10's then switch to regular schedule 7-5 (M-Thurs) The hourly pay for this is $16.00/hr.