Help Desk Analyst

March 13, 2023
$30 - $35 / hour

Job Overview

  • Date Posted
    March 13, 2023
  • Offered Salary
    $30 - $35 / hour
  • Expiration date
    April 29, 2023
  • Job Status
    Closed
  • Requisition ID
    13406822
  • Duration
    6 Months and 0 Days
  • Work Address
    A3750-1 HEARST TECHNOLOGY, INC. 4747 SOUTHWEST FREEWAY HOUSTON TX 77027 United States

Job Description

ONSITE ROLE-

• Position requires 3+ years of experience in the field of IT Service Desk or user Support • Experience with PC/MAC OS and server platforms, Active Directory, SCCM, Casper, and Windows/MAC desktop applications is essential • Experience with Desktop computer hardware, printers, and peripherals • Experience with Mobile Device Support (Windows, IOS, Android) •Understanding of basic Networking protocols•Exceptional oral and written communication skills

Job Summary: Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. Job Duties: Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; respond to queries either in-person or over the phone; write training manuals; train computer users; maintain daily performance of computer systems; respond to email messages for customers seeking help; ask questions to determine nature of problem; walk customer through problem-solving process; install, modify, and repair computer hardware and software; clean up computers; run diagnostic programs to resolve problems; resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems; install computer peripherals for users; follow-up with customers to ensure issue has been resolved; gain feedback from customers about computer usage; and run reports to determine malfunctions that continue to occur.

Responsibilities and required skills

Help Desk Analyst

Help Desk Analyst

IT
Dallas, Texas
February 6, 2023
Full Time

Job Overview

  • Date Posted
    February 6, 2023
  • Location
    Dallas, Texas
  • Expiration date
    April 7, 2023
  • Job Status
    Active
  • Requisition ID
    HA0011
  • Working Type
    Remote

Job Description

As a Help Desk Analyst within organization, you will be based remote.

Responsibilities:

  • Provides in-depth support and leads problem solving and implementation efforts for specific technology products or applications.
  • Works with callers and other help desk specialists to resolve normal and unusual information system problems.
  • Evaluates the efficiency of new tools and utilities, used for help desk services.
  • Monitors and categorizes incoming calls, analyzes frequently-asked questions and defines procedures.
  • Participates in the analysis of client-identified issues or problems which may require changes to procedures, standards or systems.

Employees take pride in our reputation and to continue building upon that we expect our employees to be:

  • Customer Focused – Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
  • Managing Risk – Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support Enterprise Risk Management Framework.

Competencies

Application Delivery Process – Knowledge of major tasks, deliverables, and formal application delivery methodologies; ability to utilize these in order to deliver new or enhanced applications.Call Center Technologies – Knowledge of software, technologies and applications which allow people to interact with computers via a telephone, web or other electronic means.Customer Support Operations – Knowledge of customer support techniques, tools, technologies, and best practices; ability to utilize all aspects of customer support operations to manage a call center.Help Desk – Knowledge of and the ability to appropriately and efficiently resolve computer related issues received from employees within an organization.IT Industry: Trends & Directions – Knowledge of and ability to analyze marketplace experiences, developments and trends related to the function of Information Technology (IT).IT Service Level Agreements – Knowledge of and ability to design, develop and utilize formal IT Service Level Agreements with internal and external customers.IT Service Management (ITSM) – Knowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services.IT Standards, Procedures & Policies – Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.IT Systems Management – Knowledge of and ability to utilize a variety of technical tools and techniques to guarantee service availability and ensure IT system performance.Technical Troubleshooting – Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.

Work Experience Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Typically requires 3+ years experience. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

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