Helpdesk Analyst

Overview

This position will serve as a member of the Information Technology Department as a Helpdesk Analyst. The primary responsibility is the answering of incoming user support requests and questions (telephone calls, emails, etc.). This position requires you to work onsite in our Wilmington, DE office five days per week.

Responsibilities

• Quickly resolve end-user issues received via phone or through e-mail
• Properly and thoroughly document all elements of a Helpdesk ticket within the IT Ticket Tracking Smartsheet
• Ensure incidents are prioritized properly, status is provided, and incident resolution is communicated to users. Escalate issues as appropriate.
• Ensure user requests and issues are clearly documented in tickets and create written documentation for hardware and software installations or other technical matters as requested by management.
• Assist with audio visual requests including web conferencing and conference room connectivity
• Assist in the creation and editing of Helpdesk processes and procedures including Knowledge Base articles.
• Analyze helpdesk tickets bi-weekly to identify trends and escalate common issues for resolution
• After-hours support on a rotating schedule (approximately 1 week per month)
• Endpoint hardware installation / removal requiring the ability to bend, lift up to 40 lbs and kneel

Knowledge, Skills and Abilities

Education and Experience

Seniorit y level

Employment type

Job function

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