Helpdesk Analyst

Job Category HelpDesk, IT Support Relocation Expense Covered No Employee Type Non-Exempt FT Required Degree High school Travel 5% Manage Others No Contact information Name Human Resources Phone View phone number on click.appcast.io Description The Helpdesk Analyst ensures proper computer operation including performing initial troubleshooting, gathering all relevant information, and documents each request in the helpdesk ticketing system. Receives, prioritizes, documents, and actively resolves end-user helpdesk requests. Problem resolution may involve remote as well as hands-on help at the desktop level. Essential Functions: Receives and troubleshoots incoming helpdesk requests by telephone, e-mail, messaging, or in-person from end-users. Performs remote troubleshooting through diagnostic techniques and asking pertinent questions. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Creates and updates helpdesk tickets by managing all tickets on time while documenting pertinent end user identification information, including name, department, contact information, and nature of the issue. Performs hands-on fixes including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Investigates system malfunctions and alerts to determine the root cause of an issue (i.e., hardware, software, or environment) and informs the supervisor of the action taken. Tests fix to ensure the problem has been adequately resolved and performs post-resolution follow-ups. Records, tracks, and documents all helpdesk request problem-solving processes in the ticketing system, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Prioritizes problems escalating helpdesk tickets to the appropriately experienced IT team member when required. Performs preventative maintenance, including checking and cleaning of workstations, laptops, printers, peripherals, and associated cabling. Identifies and learns appropriate software and hardware used and supported. Maintains/Creates user accounts on all IT systems, maintenance, and assignment of access level and menu structure for applications. Provides escorts to vendors while they are onsite to maintain, repair, or configure computer-related equipment. Carries out all established policies and procedures on the use and functioning of all operating systems on the server and personal computers. Performs other duties as assigned. Requirements At least one year of customer service experience working in a helpdesk environment. High School Diploma or GED Equivalent required. CompTIA A+ Certification required, or ability to obtain within six months of hire. CompTIA Network+ Certification preferred. CompTIA Security+ Certification is preferred. Indian Preference and Equal Employment Opportunity SCAHC gives preference in hiring to San Carlos Apache Tribal members and other Native Americans in accordance with the San Carlos Apache Tribe’s Tribal Preference Policy, as set forth in Section 402 of the Tribe’s Human Resources Department Policies and Procedures Manual.Otherwise SCAHC does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect him/her because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, citizenship, veteran status, military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, SCAHC complies with all applicable federal, and Tribal laws governing nondiscrimination in employment. #J-18808-Ljbffr