Apr 17, 2022

Help Desk Analyst

  • Our Sunday Visitor
Full time Information Technology

Job Description

The Helpdesk Analyst role is to provide maintenance and support for Windows and Mac desktop computers and laptops and mobile devices including software installation, troubleshoot computer problems and determine source, and advise on appropriate action. Provide support for all systems at all locations. The incumbent will also assist in research and management of the applications and tools used by the help desk team.

Essential Job Functions (*=Non-essential tasks):

• Diagnose and resolve technical hardware and software issues for Microsoft Windows and Mac operating systems involving applications, internet and VPN connectivity, email clients, VOIP and mobile devices and more.

• Analyzes the needs of users and recommends solutions for software/hardware systems.

• Offer alternative solutions where appropriate with the objective of improving customer support.

• Document resolutions for future reference

• Follow standard processes and procedures

• Perform hardware and software installations.

• Provide computer orientation to new company staff

• Maintain virus protection software on all end user systems

• Update hardware and software patches on end user systems

• Utilize the problem ticketing system to prioritize and resolve system related issues.

• Act as a liaison between OSV and hardware/software service providers

• Stay current with system information, changes and updates

* Other duties as assigned

Requirements:

Experience:

• Advanced knowledge of company supported applications. Ability to learn and support new hardware and software

Education:

• High school degree and at least 2 years of college experience and/or coursework or an Associate’s Degree preferred or a combination of relevant work experience and education.

• Must have a minimum of 3 years of applicable experience working with desktop and mobile hardware and software in a business environment.

Skills and Abilities:

• Able to work independently and efficiently to meet deadlines.

• Able to promptly answer support related email, phone calls and other electronic communications.

• Highly self-motivated, detail-oriented and organized

• Candidate must have excellent interpersonal communication skills including demonstrated success with oral and written communication.

• Dependability, organization, problem solving and adaptability skills.

• Proficient computer experience including Windows and Mac OS, Microsoft Office 356, Virus Protection software, Microsoft Patch Management

• Advanced knowledge and ability to troubleshoot PC, Mac, Android, iOS and networking systems

Working Environment:

• The candidate will work within a blended office/home environment

• The candidate will carry a corporate cell phone to respond to after-hours, on-call emergencies.

Supervisory Responsibilities:

• None


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