HELP DESK ANALYST

Job Title

Help

Job Description

Performs daily computer operations within established practices and procedures that apply to the assignment in support of various application programs that affect accuracy, reliability, acceptability and timeliness of final work products. Uses knowledge of IT principles, methods and practices to perform routine assignments in the specialty area. Uses knowledge of performance monitoring, quality assurance principles, technical documentation, system security, and analytical methods to identify and solve routine issues and problems. Provide information and assistance to customers, evaluate methods and procedures, prepare recommendations and ensure appropriate security measures are observed. Works a fluctuating work schedule to complete work assignments outside of the typical workweek and work hours.

Responsible for first level call resolution, including the escalation and logging of all inbound Help Desk requests received via telephone, email, and the ticketing system, along with timely customer follow up. Performs account creation, updates, and routine maintenance within Active Directory. Conducts in-person and remote software and hardware troubleshooting required for daily operations. Provide field commands with technical guidance for corrective procedures and advice as needed regarding application software, operating systems, and hardware issues. Triages trouble tickets accurately to the correct technical team for resolution and communicates higher level outages to the enterprise as needed. Assists with basic cloud provisioning tasks such as assignment of standard permissions and access validation. Provides routine Microsoft 365 support, including password resets, personal and shared mailbox setup, application troubleshooting, and verification of user settings. Knowledgeable of virtual machines, servers, and RSA for first line troubleshooting steps. Additional duties include supporting mobile device setup, multi-factor authentication, assisting personnel with point of sale (POS) device resets and simple configuration checks, and creating clear technical documentation for both internal teams and customers. Monitors production network connectivity and may perform initial network administration duties as needed.

Provides World Class Customer Service with an emphasis on courtesy. Assists customers and communicates positively in a friendly manner. Asks questions to determine, verify and solve problems quickly. Checks for satisfaction on the quality of goods and services. Alerts the higher-level supervisor, or proper point of contact for help when problems arise.

Adheres to safety regulations and standards. Uses any required safety equipment and observes safe work procedures. Promptly reports any observed workplace hazards, and any injury, occupational illness, and/or property damage resulting from workplace mishaps to the immediate supervisor.

Adheres to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment.

This is a white-collar position where occasional lifting up to 20 lbs. may be required.