Helpdesk Analyst

Summary :

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.).

Job Functions :

• 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

The statements contained in this job description are not necessarily all-inclusive; additional duties may be assigned, and requirements may vary from time to time.

Knowledge, Skills and Abilities :

Education and Experience :

Equal Opportunity Employer

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