Helpdesk Analyst - End User Support Analyst - Malvern, PA

Job Title

Responsibilities

• Provides intermediate level technical support to address end user issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.
• Resolves moderately complex technical troubleshooting issues to ensure end user productivity.
• Provides consultation with clients and key stakeholders on potential technical issues or problems that may affect end user productivity.
• Creates and maintains knowledge-based articles, procedures, and training for support areas and crew.
• Maintains an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards.
• Documents and tracks unresolved issues and elevates them through proper channels accordingly.
• Learns and complies with Information Technology and Information Security policies and procedures.
• Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of two years related work experience, with at least one year of technical support experience.
• Familiarity with SaaS products such as Webinar platforms, polling, video hosting, and media technologies a plus.