Help Desk Analyst

Join Our Team as a Help Desk Analyst!

Are you passionate about solving tech problems and helping people? We're looking for a customer-focused Help Desk Analyst to provide first-level support, troubleshoot hardware/software issues, and keep our systems running smoothly.

If you thrive in a fast-paced, hybrid work environment and have a knack for clear communication and tech know-how, we want to hear from you.

Apply now and be part of a team that values innovation, integrity, and excellence.

Position Summary

The Help Desk Analyst is responsible for providing first-level support to business systems customers.

This position is also responsible for supporting the functionality and operational efficiency of assigned computer information systems, services, and other information management technology and processes.

This entails advising, assisting, and training end-users in the operation and administration of their systems; responding promptly to end-user complaints and concerns; creating and managing support documentation and maintaining a customer-centric focus when performing the job.

Essential Functions and Job Responsibilities

• Provides on-site/phone support to local and remote users with hardware and/or software-related issues.

Documents all incoming service requests in Help Desk work order tracking system.  

• Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills. 

• Participates in the creation and maintenance of written IT standards and procedures.

• Performs and monitors the organization’s daily data backup activities.  

• Troubleshoots problems pertaining to the data backup process and escalates problems as needed to the appropriate IT staff team member.

• Creates and installs operating system images on computers (installs operating systems manually as needed).

Installs software and/or hardware releases, updates, and service packs.

• Coordinates service repairs on all hardware and software issues with in-house IT staff and external vendors.

• Keeps current with new Help Desk trends regarding computer hardware and software by regularly reading industry-related forums and trade magazines to obtain current information about computer hardware and software.

Regularly reports significant findings to department management.

• Provides training to computer users in the following areas:

o General hardware maintenance

o Software usage (Microsoft Office products, antivirus products and other commonly used applications within the organization)

o Time saving shortcuts/tips and current events

Education, Skills, Personal Attributes, and Experience Required

• Associate degree or two years completed coursework in computer science, information technology, or a closely related technical educational program.

• Candidate must possess a minimum of two years of related work experience corresponding to this job description.

• Candidate must be proficient with...