Help Desk Analyst

The Help Desk Analyst Co-op troubleshoots and resolves issues related to operating systems, applications, hardware failures, printing problems, user accounts, etc. with exceptional interpersonal skills and a focus on building customer rapport and listening.Essential Duties and Responsibilities (Includes but not limited to):Field incoming support requests from end users via telephone and email, in a courteous manner.Troubleshoot and resolve issues related to operating system, applications, hardware failures, printing problems, user accounts, etc.Answer hardware and software general usage questions.Build a rapport and elicit problem details from customers.Document all pertinent end user information and nature of problem or issue; record the information in an online ticketing system.Provide status information on open support requests.Assign support requests (when required) to the appropriate support technician or analyst.Escalate issues as needed.Regular and reliable attendance in the office is required.Full-time student pursuing an Associate's or Bachelor's degree in information technology, computer science or similar field required.A student that has completed at least 24 college credit hours is preferred.Knowledge of basic computer hardware, such as desktops, laptops, mobile devices and peripherals.Experience with desktop operating systems such as Windows 7, Windows 8.1, Windows 10 and Macintosh OSX.Experience with Microsoft Office products such as Word, Excel, PowerPoint, Outlook and Skype for Business.Exceptional interpersonal skills, with a focus on building customer rapport.Strong written and oral communication skills.Strong documentation skills.The duration of this co-op is January to August, 8:30 am - 5:00 pm, Monday through Friday.Housing Stipend Assistance Program available to those who qualify.We are proud to be an Equal Opportunity Employer.Company-paid background check required upon hire. #J-18808-Ljbffr