Help Desk Analyst 1

Job Description - Help Desk Analyst
Summary

The Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks.

This includes receiving, prioritizing, documenting, and actively resolving end user help requests.

Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Essential Duties and Responsibilities



* Field incoming help requests from end users via both telephone and e-mail in a courteous manner.


* Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.


* Build rapport and elicit problem details from help desk customers.


* Prioritize and schedule problems.

Escalate problems (when required) to the appropriately experienced technician.


* Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.


* Apply diagnostic utilities to aid in troubleshooting.


* Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.


* Identify and learn appropriate software and hardware used and supported by the organization.


* Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.


* Install anti-virus software.


* Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.


* Test fixes to ensure the problem has been adequately resolved.


* Perform post-resolution follow-ups to help requests.


* Evaluate documented resolutions and analyze trends for ways to prevent future problems.


* Develop help sheets and frequently asked questions lists for end users.

Supervisory Responsibilities

None

Qualifications

To perform this job successfully, an individual must have knowledge of and be able to perform each of these duties satisfactorily.



* Knowledge of basic computer hardware, including Desktops, Laptops, Cell Phones and other IT hardware.


* Experience with Windows desktop operating systems.


* Extensive application support experience with Microsoft Office, Antivirus software, Adobe, File compression software, CAD software, Scanner Software, and other standard desktop applications.


* Working knowledge of a range of diagnostic utilities.


* Good understanding of the organization's goals and objectives.


* Exceptional written and oral communication skills.


* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.


* Strong documentation skills.


* Ability to conduct research into a wi...