Help Desk Analyst I
Shift Start and End Time:
8am - 5pm M-F
Job Summary: Perform basic first-line troubleshooting and support to end-users or assign / escalate for resolution. This includes troubleshooting and resolving issues regarding LAN issues, application issues, server, devices, desktop issues, proprietary applications, mobile devices, and PC support in a Windows environment. This position is responsible for the management and maintenance of purchasing, inventory as well as hardware/software inventory for the department and working with application support technicians to create user manuals. Work with multiple departments and be highly collaborative internally to provide exceptional customer service with a sense of urgency working closely with others to coordinate support.
Duties: Provide first and second tier technical support of information technology systems, production, office staff and visitors; Install, maintain and troubleshoot workstations, printers, desktop software and other systems. Build, deploy and support PCs running Windows 7 and business software applications for end users; Rollout and manage software updates including, but not limited to, Catia, Autodesk, Windows updates, Java and Flash; Log all IT issues and resolutions including the creation and maintenance of clear, readable and accurate technical documentation; Train and mentor end users on the proper usage of company computers, internet, intranet and other resources. Help maintain procedural documentation and training materials that illustrate to end-users the basic operation of systems and how to avoid virus infections or security issues; Sizing and ordering computers for various uses; Management of IT stockroom; Track, support and license usage; Testing and research technology to ensure the effective implementation and function of new technologies within the current and future IT infrastructure.
Experience: 0-2 years
Has basic skills in an analytical or scientific method or operational process
Works within clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines
Works with close supervision
Other Skills: Experience providing helpdesk and desktop support for laptops and PC's in an enterprise environment; Ability to provide timely resolution for all end-user requests and root cause analysis for issues; General education in computer systems or related certifications or training; Proficient in the use of required operating systems, programs and backup programs/devices.
