IT Help Desk Analyst Job Description Template
Our company is looking for a IT Help Desk Analyst to join our team.
Responsibilities:
- Document all support activities in a ticket tracking database;
- Moderate Active Directory administration including user account creations;
- Actively participate in security efforts and remediate endpoints and user accounts that may have been compromised;
- Opportunity for additional projects and responsibilities to contribute to professional growth;
- Dispatch service vendors for hardware warranty items as directed by McCarthy procedures;
- Work within documented SLA’s regarding call backs, escalations, status updates and resolutions;
- Work closely with other IT Teams to resolve incidents or determine when escalation of a support issue is necessary;
- Actively monitor regional office and jobsite networks. Identify potential issues and proactively work towards resolution;
- Assist in developing documentation to improve communication and service delivery;
- Follow established processes and standards. Identify and propose potential process improvements;
- Moderate Microsoft Exchange administration including mailbox and calendar creation.
Requirements:
- Strong time management and organizational skills including the ability to successfully multitask;
- Desire to work with other IT Teams and the ability to work independently in an efficient and effective manner;
- Excellent analytical and problem solving skills;
- Experience with video conferencing hardware and software preferred;
- Motivated to acquire and develop new knowledge and skills;
- Intermediate knowledge of networking, computer hardware, identity management software and cloud computing required;
- Advanced knowledge of Active Directory, Microsoft Exchange, Microsoft Office including Outlook, Windows 7/10, and Office 365;
- Associate’s or bachelor’s degree preferred, but not required;
- Desire to provide excellent customer service and a positive support experience for customers;
- Experience with Mobile Device Management (MDM) software and supporting mobile devices preferred;
- High level of professionalism;
- Ability to communicate in a clear and concise manner in all verbal and written communications;
- 1+ years of previous help desk experience preferred.