Helpdesk Analyst Level 1

Job Description

Help desk Analyst Level I support is responsible for first response in answering, commenting, and replying to open incidents on the help desk. Ability to identify and organize tickets according to priority and forward tickets to engineers and techs. Strong aptitude in O.S. Repairs, Spyware removal, virus removal, hardware, troubleshooting, and upgrades. Update and maintain company contacts. Assist support staff with field work as needed. Sets up and operates computer and machinery peripheral to a computer for purpose of providing information to requesting clients. Work requires knowledge of computer logic and methodology to run computer systems. Work requires the ability to read and comprehend instruction manuals in order to make minor repairs to computer equipment. Reports to Help Desk Manager. Employees will receive moderate supervision with some on-the-job training. After completion of training, employees will receive minimal supervision. The job has various times between 7:00 a.m. and 6:00 p.m. with static breaks. Help Desk Analyst Level 1 has access to confidential information, it is important to fill out the non-disclosure confidentiality agreement in terms of client, and company records.

Job Responsibilities

Identify and organize tickets according to priority
Tier progression; Distribute tickets with detailed notes to engineers and technicians
Assist with fieldwork as requested
Update and maintain company contacts
Pre-configure computers and end devices prior to deployment. Configure with required programs and settings
Operate a computer for the purpose of providing information to clients and/or engineers
Troubleshoot minor equipment malfunctions and correct them as directed by computer operation manuals or supervisor
Train and assist clients with operating system navigation and usage
Productively react to change and handle other essential tasks as assigned
Complete office work as assigned
Maintain logs of all work performed and submit to supervisor by the end of the day
Other tasks assigned. Knowledge, Skills, and Abilities Required of Employee

Required Skills

Strong aptitude in OS repairs, spyware and virus removal, hardware, upgrades, and troubleshooting
Ability to read computer instruction manuals and comprehend directions therein in order to remedy minor computer equipment malfunctions
Knowledge of computer logic in order to perform the tasks listed under principal duties, and responsibilities
Knowledge of methodology to run computer systems and troubleshoot minor computer equipment malfunctions
Interpersonal skills necessary to train others in computer systems
Ability to communicate problems with supervisors as they become known
Must maintain confidentiality
Ability to meet deadlines
Ability to provide customers with outstanding customer care and service at all times
Additional or different functions may be assigned from time to time
Strong organizational skills
Proficiency in Microsoft Office
Must be able to work well in a team environment, as well as independently
Employees must be able to relate to other people beyond giving and receiving instructions
Can get along with other co-workers or peers without exhibiting behavioral extremes
Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking to others; and (c) respond appropriately to constructive criticism given by a supervisor
A competitive, driven, ambitious, resourceful, proven leader and self-motivated traits
Extremely detail-oriented, comfortable working independently, have the technical aptitude to learn new technologies

*All job requirements are subject to possible modifications. This job description in no way states or implies that these are the only duties to be performed by the employee occupying these positions. Employees will be required to follow any other job-related instructions and perform other job-related duties requested by their supervisor in compliance with Federal and State Laws. Requirements are representative of minimum levels of knowledge, skills, and/or abilities to perform this job successfully; the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment on an at-will basis

Required Experience

Helpdesk: 1 year Prefered
Customer Service: 1 year Prefered

Position Benefits

Medical, Dental, Vision Insurance Plans
PTO time Accrued based on tenure
401(k) Retirement Plans – Company Match Offered
Company Issued Laptop
Company Issued Cell Phone