IT Support Analyst Help Desk Technician

Description

• Helpdesk: Serves as first point of contact for employees needing technical assistance. Provide technical and end-user support for issues directed to the helpdesk. This includes immediate support over the phone, resolution of tickets at your desk or hands-on in-person assistance. Triage incoming helpdesk requests, resolving those of a more general nature, and when necessary, assign the issue to appropriate IT staff members. Document resolution of issues when closing helpdesk tickets. Create & maintain formal procedures for problem resolution to share across the team. Will work with others on the team to balance workload and provide coverage during all posted hours of support.

• Software Testing & Support: Work with the support team to resolve issues that arise in purchased software applications, including shadowing users to observe errors, testing to duplicate errors, reporting issues to vendors and working with them to obtain fixes, resolving end-user procedural questions, documenting procedures, testing new updates and enhancements.

• Image, configure, repair & deploy PC laptop computers and related components (monitor, dock, etc.). Maintain accurate inventory with use of company asset tracking system.

• System Security: Provide application and network security including creating and deleting network IDs or application logins, assigning folder permissions, and granting application security access.

Qualifications

Experience

Required

• Two or more years of experience supporting a complex applications environment is required. Equivalent combinations of training and related experience may be acceptable.