Help Desk Analyst

Job TitlePrimary Skills Service Desk Experience Basic Identity & Access Management skiil experience with personal computers computer networking telecommunications or configuration management application support and troubleshooting experienceResponsible for analysing and resolving hardware and software problems across the enterprise, engaging external technicians as appropriate. Essential duties to include, but are not limited to: Receives phone requests, logs and manages calls, utilizing correct procedures. Receives referrals from Help Desk Technicians that cannot be resolved at that level. Analyzes requests for root causes and resolves problems. Suggests process improvements. Provides guidance to less experienced technicians. Takes call on a rotating basis for monitoring system outages. Handles specialized functions such as Security Administration, moves/adds/changes and provides project support. Requires an AA/AS degree in Information Technology, Computer Science or related field of study and a minimum of 2 years desktop support experience such as hardware/software tools and techniques, networking/telecommunications, applications, configuration management, information technology processes, security processes, escalation procedures and/or request management; or any combination of education and experience, which would provide an equivalent background. Minimum of 3 years customer service experience strongly preferred.