Help Desk Analyst

Responsibilities:

§ Support, operate, and maintain the Help Desk.

§ Ensure that all phases of help desk support are properly monitored, coordinated, tracked, logged and resolved, as well as, troubleshooting and problem resolution for all firm-supported software and hardware.

§ Diagnose, evaluate and report trends in system errors and software/hardware malfunctions

§ Provide day-to-day workstation and user support.

§ Answer, evaluate and prioritize incoming calls and requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

§ Escalate and correctly route issues to Global IT.

§ Lead users through diagnostic steps to determine source of error.

§ Install and set up personal computers, lap tops, software, hardware, phones, etc.  

§ Log, troubleshoot and track problems to a successful conclusion.

§ Perform routine distribution, installation and upgrades of applications.

§ Responsible for workstation builds / rebuilds.

§ Supports wireless PDA devices.

§ Support Remote Users (CAT, Home, Traveling users, e.g.)

§ Maintain and Update IT Software Library (including Microsoft upgrades)

 

Requirements:

§ Associates Degree in a related field and at least one year of related experience.

§ Must have a thorough working knowledge of the Microsoft Suite, word processing, databases, calendaring, graphics, document management systems, email, and general office productivity tools in a Windows environment.  Must have knowledge of the following programs:Apple MacOSX, Microsoft Windows 2000/2003, Microsoft Exchange 2003, Microsoft SQL Server 2000/2005, Microsoft Windows XP, Microsoft Office, Quark Xpress

§ Ability to prioritize and organize, work under pressure, and complete job assignments in a timely, professional and accurate manner will be needed.

§ Strong customer service and communication skills and flexibility for overtime are also required.