Help Desk Analyst

Job Description

Job Description

Job Summary

This position involves call center work where the primary responsibility is to assist users with computer-related issues, such as logins, resets, and application navigation. The role includes escalating tickets to tier two when necessary. The analyst will not engage in wiring, remote access, or any physical hardware connections. Training will occur in-office, and once proficient, the analyst will transition to a hybrid work schedule.

• Receive telephone calls and emails from users experiencing issues with business applications or seeking guidance on application features.
• Identify the nature of problems, determine if they are hardware or application-related, and log them in the tracking system.
• Escalate issues according to defined procedures.
• Assist users through problem-solving steps.
• Research problems using technical databases and consult with co-workers to find solutions.
• Use reference publications and diagnostic aids to resolve technical problems.
• Coordinate changes, upgrades, and new products to ensure systems operate correctly in the current and future environment.
• Provide accurate and complete answers to general use and administrative environment questions promptly.
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Follow quality standards and work effectively in a team environment.
• Complete assigned tasks with strong communication skills, both written and spoken.

• 3 years of experience in promptly answering help desk phone calls and responding to help desk emails.
• 3 years of experience escalating issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource.
• 3 years of experience performing agency computer repairs, as needed.
• 3 years of experience installing software/updates on agency computers.
• 3 years of experience assisting senior technical staff with lower-level tasks, such as acquiring data and running reports.
• 1 year of experience running daily reports and delivering them or inserting them into inter-company mail envelopes for pick-up and delivery.
• 1 year of experience creating ServiceNow incidents for all phone and email requests.
• 1 year of experience providing assistance with cable clean-up, installations, data center cleaning, moving, or racking of equipment.

The work schedule includes five days in the office and five days out of the office. Analysts can choose between two shifts: 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM.

This opportunity is located in [City, State], a vibrant area known for its diverse community and dynamic work environment. Join us to contribute to a supportive and innovative team.