Helpdesk Analyst I

Job description

Responsibilities
-While working to achieve N3B LLCC objectives, will ensure all activities and operations are performed in a safe and deliberate manner; will maintain required safety, security and operational training; assure procedural and regulatory compliance; and make safety, security and quality an integral part of every task; including taking the necessary steps to stop work if continuing the job is unsafe or compromises security.
-
The Help Desk Analyst‘s role is to ensure proper computer operation so that end users can accomplish business tasks.

This includes actively resolving end user help requests within established SLAs. 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.
-
This position will also provide support for internal IT teams such as cyber security, networking, systems administration, and data integration & support.


Strategy & Planning:
-
Participate in continuous process improvement activities, reviewing resolutions and analyzing data to make recommendations whenever possible.
-
Alert management to emerging trends in incidents.


Acquisition & Deployment:
-
Assist in software releases and roll-outs according to Cyber Security requirements and Change Management practices.


Operational Management:
-
Respond to service requests from many sources including phone calls, emails, remote users and walk-ins
-
Act as an escalation point for advanced or difficult help requests
-
Manage backlog of IT services requests
-
Build rapport with IT customers and communicate current outage/critical incident status
-
Escalate problems (when required) to cyber security, networking, systems administration, and data integration & support.
-
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
-
Develop solutions to complex problems
-
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
-
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications
-
Develop and support the deployment of system updates, patches, monitoring agents and new software utilizing automated tools and manual methods as required
-
Test fixes to ensure problems have been adequately resolved
-
Perform post-resolution follow ups as required
-Develop help sheets and FAQ lists for end users
-A+ and Microsoft certifications
-Must be proficient with Windows OS 7, 8, 10 in a stand-alone and networked environment (Mac OS is a plus)Proficient in the deployment, troubleshooting, and use of Microsoft Office 2013

Knowledge & Experience:
-Must possess previous experience in a technical call center, customer service team or IT/Help service desk
-Must be proficient with Windows OS 7, 8, 10 in a stand-alone and networked environment (Mac OS is a plus)
-Proficient in the deployment, troubleshooting, and use of Microsoft Office 2013
-Windows Server 2012 Active Directory knowledge for user account and group management
-Microsoft Exchange 2013 mailbox and distribution group management skills
-Must be experienced in the management of Virtual Desktop environments
-Working knowledge of LAN and WAN environments and hardware
-Exceptional written and oral communication skills, including typing
-Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning
-Strong documentation skills

Personal Attributes:
-
Ability to conduct research into a wide range of computing issues is required
-
Ability to absorb and retain information quickly
-
Ability to present ideas in user-friendly, business-friendly and technical language
-
Highly self-motivated and directed
-
Keen attention to detail
-
Proven analytical and problem-solving abilities
-
Ability to effectively prioritize and execute tasks in a high-pressure environment
-
Exceptional customer service orientation
-
Experience working in a team-oriented, collaborative environment
-
Ability to work in local and remote teams

Education:
-
Bachelors' degree in Information Systems, Computer Science, Management Information Systems, or a related discipline combined with at least 2 years related work experience in a help desk environment; however, a combination of education and relevant experience wherein the knowledge, skills and abilities to perform the position’s duties and responsibilities have been adequately demonstrated is acceptable.



-
The career level of the position will be determined by the years of relevant experience, knowledge, skills, and abilities; after a candidate has been chosen.


Work Conditions:
-
40-hour on-site work week
-
Sitting for extended periods of time
-
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
-
Lifting and transporting of moderately heavy objects, such as computers and peripherals


This job description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Individuals must be able to perform the essential functions of the job with or without reasonable accommodation.

We are an Equal Opportunity Employer and we do not discriminate based on race, color, religion, national origin, sex, disability, sexual orientation, veteran status or age.

Required Skill Profession

Computer Occupations