About the Company:
As a member of the IT Help Desk team, the Help Desk Analyst is responsible for the timely and professional execution of all tasks associated with providing excellent customer support related to IT services, applications, products, hardware, software, access, etc., in a Support Desk environment. This team member will complete all specifically assigned tasks and generally assigned tasks within the policies and procedures outlined by the organization. This includes all policies and procedures regarding IT security, personal health information (PHI), personal identity information (PII), and industry-standard safeguards regarding appropriate business use of technology.
Responsibilities:
- Responsible for customer/user satisfaction as it relates to IT services and support.
- Respond to support desk calls using the help desk reporting process to ensure IT services are provided seamlessly to users.
- Respond within IT service level agreements to resolve open tickets and reduce end-user downtime.
- Work within a call center environment or as a member of a site team as required.
- Accurately prepare, administer, track, and update support desk tickets from the initial call to closure.
- Work professionally with users to lead them through effective question-and-answer efforts to represent their needs properly.
- Translate user statements into technically accurate problem statements that are both complete and concise.
- Ensure user expectations are understood and articulated, modifying or escalating them as needed.
- Assist users with IT support, including but not limited to MS Office products, email, Active Directory, internet and intranet use, printer support, and directory structure navigation.
- Assess, debug, and resolve technical problems.
- Provide timely updates to users on all assigned tickets as defined in support desk practices.
- Track and escalate overdue tasks, requests, or tickets.
- Maintain the call tracking database with updated user information (e.g., correct telephone numbers, location).
- Follow strict escalation procedures for problem/issue resolution.
- Respond and provide support when scheduled and authorized to cover after-hours support to ensure continuity.
- Communicate and/or escalate to the manager, IT operations staff, and other concerned entities when necessary, regarding any IT operations issues or disruptions (planned or unplanned) to ensure clear communication and minimize user impact.
- Assist with processing and/or running related reports as requested.
- Participate in meetings as required to ensure clear communication.
- Work and collaborate in a team environment with internal and external groups to improve overall customer service and support.
- Carry an equitable proportion of the team's overall call, ticket, and project volume.
- Perform analysis on IT problems and troubleshoot, identify, and resolve IT user support problems ranging from simple password resets to medium complexity (e.g., initial diagnosis of PC hardware issues) to ensure minimal downtime.
Preferred Knowledge, Skills & Abilities:
- 3-5 years of relevant experience supporting Microsoft Operating Systems, preferably in a service desk environment with a helpdesk ticketing system and call queue.
- Strong interpersonal communication and written skills with the ability to communicate effectively with a wide range of employees, leaders at various levels, and technical and non-technical customers.
- 3-5 years of experience working in a collaborative, customer service-focused environment using a multi-channel (email, chat, phone, WebEx) setting for communication.
- Ability to take notes and record all interactions and steps taken with users.
- Experience with at least one ticketing system, ServiceNow preferred.
- In-depth knowledge of administration, troubleshooting, and operation of Microsoft desktop operating systems: Windows 7/10 Professional.
- In-depth knowledge of hardware and troubleshooting of personal computers, printers, and other commonly used peripheral devices.
- Experience with Active Directory account creation, password resets, distribution groups, and other AD functions.
- Strong knowledge of Microsoft Exchange (including Office 365, EMS, and Azure).
- Experience using remote desktop tools to support users.
- Experience supporting Voice over Internet Protocol (VoIP) users and environments.
- Knowledge of and experience with local area networks (physical and logical).
Preferred Education and Certifications:
Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.