Help Desk Analyst - Tier II

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide phone, webchat, and in-person support to end users and external vendors on a variety of IT related issues
• Research and resolve basic network (Internet Service Provider modems, Cisco routers) issues, hardware, and software application issues
• Document and track the details of the issue, status and resolution, using the help desk tracking application
• Communicate and follow-up with the user while working the issue and ensure successful and timely completion of the issue
• Perform end user computer refreshes
• Complete work orders, fully documenting each step of the troubleshooting process
• Aid with division office moves
• Conducts all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company
• Ability to work on-call rotation
• Ability to work overtime

Qualifications

• High school diploma or general education degree (GED)
• Two to four years related experience and / or training in an IT support environment
• Must have basic knowledge and understanding of Microsoft Windows Current Version Operating Systems, Microsoft Active Directory, Microsoft Exchange Current Version, Print Services, Microsoft Office Current version
• Experience replacing basic components of various makes and models of system and printer hardware
• Must be able to troubleshoot all aspects of computer components
• Ability to adapt to a constantly changing environment
• Possess strong interpersonal, written and verbal communication skills.

Preferred Qualifications

• Windows / Android / Apple phone support experience a plus
• Experience with VNC, Cisco AnyConnect, or other remote connectivity software a plus
• CompTIA A+ or similar certification a plus
14 days ago