Help Desk Analyst

Position Summary:

The Help Desk Analyst (HDA) will ensure proper computer operation so that end users can accomplish business tasks, including receiving, prioritizing, documenting, and actively resolving end user help requests.

Qualifications:

Education:

High School Diploma required.

Associate degree in computer science preferred. Experience

A minimum of 2 years of specific experience with the installation/configuration/support of Microsoft Windows operating systems and troubleshooting PC hardware issues is required.

Broad knowledge of PC hardware and peripherals and various software packages required.

Computer experience in healthcare and information systems preferred. Licensure/Certification/Registration

Valid South Carolina Driver's License in good standing required.

A+, AAS certification preferred. Duties & Responsibilities:

Use diagnostic and help request tracking tools to help with problem resolution which may require that the individual give in-person, hands-on help at the desktop level.

Field incoming help requests, record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Responsible for performing preventative maintenance, testing fixes, and developing help sheets.

Provide exemplary customer service in all interactions.

Effectively utilize strong organizational skills.

Consistently display effective verbal and written communication skills.

Proficient use of Microsoft Outlook, Word, Excel, and PowerPoint.

Completes other duties as assigned by department leadership.