Help Desk Analyst

Job Description

• Receives calls, emails, and web inquiries for end users and other external Help Desks
• Tracks and logs inquiries into a ticket management database; classifies tickets according to severity classifications
• Ensures customer contact and information is accurate on tickets
• Troubleshoots and provides solutions to frequently asked questions/requests
• Routes inquiries to appropriate teams for triage or resolution
• Updates and maintains databases
• Monitors internal customer help desk system
• Performs other duties appropriate to the assignment

• Knowledge of customer service principles
• Personal computers and common computer software applications
• Functional characteristics and capabilities of Windows operating systems
• Basic wireless networking functionality
• Basic desktop and laptop support and troubleshooting
• Verbal and written communication
• Establishing and maintaining interpersonal relationships
• Time management and organization
• Customer‑centric approach to troubleshooting
• Synthesize feedback and adjust accordingly
• Take initiative to research or seek customer feedback to improve service
• Continuously participate in process improvement practices
• In‑state travel may be required; require a valid state‑issued driver’s license; maintain acceptable driving records; mileage will be reimbursed and own vehicle may be used with valid insurance and registration
• Three to five (3‑5) years’ experience at a help desk in tier 1 or tier 2 support

All your information will be kept confidential according to EEO guidelines.