Help Desk Analyst

The Help Desk Analyst will perform first level IT support, incident resolution, and work with end users through email and telephone, and work within our ticketing system to understand and record incidents. Excellent customer care and a team mentality are essential to success in this position.

Requirements

• Follow prescribed procedures to quickly return users to work.
• Establishing remote connectivity to end user machines and performing remediation for end users.
• Working to maintain individual and team goals for speed of answer, response to alerts and emails.
• Quickly and appropriately diagnose when an incident should be escalated to a higher tier of support.
• Logging tickets in our ticketing system.
• Communicate with end users via telephone and email.
• Monitor and respond appropriately to alerts.
• Communicate effectively via oral and written capability.
• Use of a knowledgebase to perform consistent fixes as per designated procedure and to capture new knowledge.
• Maintaining a positive, service-oriented attitude.
• Ongoing learning and training.

Benefits

• Paid Time Off
• 401k Matching
• Health Insurance
• Dental Insurance
• Vision Insurance