Help Desk Analyst

OverviewUnder direction of the Enterprise Systems Manager provides support and provide quality service to users by installing inspecting maintaining troubleshooting and repairing personal computers peripherals network printers and telecommunication devices. Support includes issues relating to system access hardware application software and basic network communication issues. Documents tracks and monitors issues to ensure timely resolution and customer satisfaction and root cause analysis. Assists in statistical gathering evaluating and reporting for various networked systems and corporate networks. Performs troubleshooting procedures to identify/correct system technology failures. Assists team efforts to install software and produce new or update existing technical tools while practicing approved procedures to provide a secure is an entry-level classification for Network and/or Systems Professionals. This position spends 50% of its time on help desk functions and 50% on network/system management tasks and projects. It is distinguished from higher classification by its focus scope level of responsibility and experience Areas of AccountabilityProvides incident support including responding to incident tickets resolving problems and if necessary conferring with senior staff about complex problems. It is expected that staff at this position will be able to resolve 80% of incident tickets without assistance from senior staff hardware/software installations and user requested equipment moves. Provides project coordination and management for these tasks to ensure minimal disruption to client ability to perform user accounts and security consistent with approved IT and Cyber policies and procedures. Adds modifies or deletes user accounts in accordance with IT and Cyber standard policies and procedures. Performs regular audits on account status and activities to verify adherence to security performance of some network/systems and troubleshooting procedures to identify and correct system and network hardware/software errors. Tasks include diagnostics conferring with senior staff performing remedial action updating logs to report the event and communicating with both the senior staff member and the affected users. Performs incident escalation when accordance with IT standards may install software packages including the actual installation the creation of installation packages initializing the license and contact documentation process and informing the user of and participates in project team meetings when problems as they are identified escalates incidents when required and participates in their resolution and documentation of root cause of backup for the Computer Operator when other related duties of a comparable level/type as to learn adapt and implement new StyleStrong character Alignment with company values mission and visionTrustworthy and honestDecisiveCurious and persistentPassion for innovation Willingness to learnAdaptive to changing (tolerance for ambiguity)Desire to collaborate to achieve corporate goalsMust be able to read and understand technical manuals and specificationsStrong communicatorExcellent customer service skills including the ability to communicate well with both technical staff and non-technical end usersEffective communication skills Empathetic listener and open-mindedCommitment to accountabilityEducation and ExperienceBaccalaureate degree in Computer Science or a related field is lieu of a degree a person with a high school diploma formal technical training and appropriate work experience may be considered for this position.A candidate with a college degree must have some relevant student or professional work experience in an IT support function. A person qualifying by virtue of experience must have five years of strong technical work experience in an IT department that supports multiple systems.