Help Desk Analyst

POSITION PURPOSE

This position is responsible for responding to all Help Desk inquiries over the telephone and with E-mail.

EXAMPLES OF DUTIES

Initial contact person for ITG from users reporting issues or questions.

Logs all inquiries to Help Desk.

Provides immediate solutions when appropriate.

Escalates any issues unresolved on initial contact to appropriate party.

Communicates to the inquiring party on status of work orders.

Assists in scheduling equipment and physical resources.

Advises management of overuse of Help Desk by individual.

Advises management of training opportunities.

Reset and Unlock users to Unix, VOICE, Windows, and various other systems.

Basic troubleshooting of issues for printers, Citrix, connectivity issues, E- mail, and Windows.

Assists in various administrative functions of the department including the scheduling of meeting and resources, system access request, equipment requests, etc.

Aid users with system navigation.

Answer questions concerning VOICE functions.

Assist users with phone and voicemail related issues.

Participate in On call technical support rotation.

Move, maintain, and install equipment.

Other duties as assigned.
Job Requirements : MINIMUM REQUIREMENTS:

High School Diploma or GED required.

Minimum of 1 year Helpdesk experience required to include the following:

Strong Administrative and orgnizational skills

Ability to work under pressure

Analytical and technical skills

Strong interpersonal skills and a professional demeanor
Job Title : Help Desk Analyst
Shift/Hours : First Shift (Day)
Job Code : 6421
Recruiter Ref. ID : 1010