Help Desk

The Help Desk Analyst analyzes and troubleshoots computer support problems and applies an understanding of computer software and hardware products and services to resolve user problems. The Help Desk Analyst is knowledgeable on the usage and support of the products that run on the Windows operating system. The Help Desk Analyst provides hands-on technical assistance to business and technical users and investigates and resolves computer software and hardware problems for users. The Help Desk Analyst serves as a contact for level 1 support and assists users who are experiencing issues using computer software, hardware, and operating systems, escalating issues, as necessary. The Help Desk Analyst determines whether issues are caused by hardware, software, or system and answers questions, applying knowledge of computer software, hardware, systems, and procedures. The Help Desk Analyst also participates in infrastructure projects such as operating system upgrades, asset renewal initiatives, and application roll outs. Up to 25% will be spent on field/project activities.

Education: 4-year college degree in Computer Information Systems or equivalent technical study

Microsoft certifications preferred

Requirements: Excellent verbal and written communication skills

Ability to work both independently and team environment

Customer service mindset

Microsoft 365/Windows OS - Windows 10 & 11

Microsoft Edge support

Microsoft SharePoint Online experience

Microsoft Dynamics 365 Customer Service

Personal Computer Desktop, Laptop, Mobile devices

Network Printers

Microsoft Access & PowerPoint 365

Google Chrome and Mozilla Firefox

Power Shell

Active Directory

Windows Hello for Business

Windows Server

Microsoft Configuration Manager (SCCM)

Networking (wired and wireless)

Network Security concepts

Description: Receives calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.

Discerns the nature of a problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, and logs in tracking system.

Escalates problems in accordance with defined procedures.

Assists users through problem solving steps.

Uses technical databases to research problems and talks with co-workers to research problem and find solution.

Tests software and hardware for troubleshooting and problem resolution.

Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts and making technical adjustments.

Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.

Assists in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environment.

Provides accurate and complete answers to general use and administrative environment questions in a timely manner.

Supports shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.

Communicates accurate and useful status updates.

Manages and reports time spent on all work activities.

Follows quality standards.

Able to work in a team environment

Completes assigned tasks.

Strong communication skills; both written and spoken