Help Desk Analyst

Help Desk AnalystLocation: Atlanta, GA 30334 (Remote)Duration: 12+ MonthResponsibilities include:Field incoming help requests from end users via both telephone and e-mail in a courteous mannerDocument all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.Build rapport and elicit problem details from help desk customers.Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.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.Apply diagnostic utilities to aid in troubleshooting.Identify and learn appropriate software and hardware used and supported by the organization.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Test fixes to ensure problem has been adequately resolved.Perform post-resolution follow-ups to help requests.Develop help sheets and frequently asked questions lists for end users.