Help Desk Analyst

Salem, OR - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Title:Help Desk Analyst I
Location: Salem Oregon 97301
Duration: Long Term

Job Description:

Provides level 1 and occasional level 2 user support for end-user technology (e.g. hardware software printers file storage information services telephony equipment and mobile devices) to support efficient and effective business functions.
Receives and responds quickly to user or technology issues (e.g. user or team member reported technology problems concerns questions requests) to deliver responsive technical support and communication.
Requests additional information to ensure that problems are fully understood and that customers feel heard.
Analyzes issues and if possible resolves matters immediately to meet customer needs.
Thoroughly document issue details troubleshooting steps are taken and resolution is taken to build a technical support knowledge base support reporting metrics and allow issue follow-up.
Independently manages workload and shares anticipated resolution timelines when additional work is required to ensure that issue follow-up occurs and that customers are informed.
Identify likely next steps for resolution and route issues to appropriate team members when escalation (e.g. level 2 or 3 support complaints) or transfer is required to facilitate seamless support transition.
Contact hardware software and service vendors for troubleshooting support or warranty requests to address issues.
Assists with technical training to ensure that agency staff are prepared for changes and can use tools effectively.
Provides subject matter expertise serving as a willing source of knowledge and a change champion.

Required Experience:

Job Title:Help Desk Analyst ILocation: Salem Oregon 97301Duration: Long TermJob Description:Provides level 1 and occasional level 2 user support for end-user technology (e.g. hardware software printers file storage information services telephony equipment and mobile devices) to support efficient an...