Help Desk Analyst

Job Summary

The Help Desk Analyst'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 and escalating incidents when considered appropriate and necessary to maintain SLA expectations. 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.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Responsible for setting up new desktops, laptops, tablets, and smartphones; troubleshooting, repairing, and upgrading existing workstations; and resolving software and hardware problems.
• Perform system administration duties to include setup of user accounts; creation of shared folders, files, and printers; and setup of logon scripts and user profiles.
• Provide ongoing support to computer users, both on‑site and off‑site, and respond to software/hardware questions, issues, and problems.
• Responsible to follow all department policies and SOPs for procuring, setting up, and disposing of all hardware and software and updating the asset management database.
• Assist with assigning tickets and management of the Service Desk.

• Evaluate documented resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents.
• Assist with software and hardware procurement, releases, and rollouts, and communication to the end users.
• Field incoming requests to the Service Desk via phone, e‑mail, and in‑person to ensure courteous, timely, and effective resolution of end user issues.
• Responsible for troubleshooting PC hardware/software and printer problems. Responsible to follow all department policies and SOPs for procuring, setting up, and disposing of all hardware and software.
• 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 service desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriate level.
• Record, track, and document the service 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 FAQ resources on the Internet/Intranet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti‑virus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Test fixes to ensure problem has been adequately resolved. Perform post‑resolution follow‑ups to help requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end‑user expectations.
• Perform other responsibilities as assigned.

• Required:
  
  Bachelor's degree in computer science or a minimum of 3 years' IT work experience.
• Preferred: IT certifications are a plus.

• Knowledge of basic computer hardware, including installation and troubleshooting.
• Experience with desktop and server operating systems, including Server 2008 and 2012.
• Extensive application support experience with Microsoft Office 2010, 2013, and 2016.
• 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 wide range of computing issues as required.
• Ability to absorb and retain information…