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Helpdesk Analyst

In United States

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Helpdesk Analyst   

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JOB TITLE:

Helpdesk Analyst

JOB TYPE:

JOB SKILLS:

JOB LOCATION:

Columbus, OH United States

JOB DESCRIPTION:

Role: Helpdesk Analyst

Location: Columbus, OH - Must be able to report onsite in hybrid schedule.

Duration: Long term

Direct client:

 

Years of Relevant Experience: 5 plus years field experience

Preferred Education: 4 year college degree in field of specialty

 

Role Description:

  • Provides technical assistance, support, and advice to end users for hardware, software, and systems.
  • Provides hands-on technical assistance to business and technical users.
  • Investigates and resolves computer software and hardware problems of users.
  • Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
  • Determines whether problem is caused by hardware, software, or system.
  • Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
  • Talks with technical and non-technical co-workers to research problem and find solution.
  • Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
  • Experienced with a variety of call-tracking software and systems.
  • Reads trade magazines and engages in independent study to maintain current industry knowledge.
  • Follow quality standards, and displays strong customer service skills.
  • Ability to work in a team environment.
  • Complete assigned tasks.
  • Strong communication skills; both written and spoken.
  • Calls software and hardware vendors to request service regarding defective products.
  • Acts as a subject matter expert for one or more custom or COTS applications.
  • Talks to programmers to explain software errors or to recommend changes to programs.
  • May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
  • Write software and hardware evaluation and recommendations for management review.
  • Write or revise user-training manuals and procedures.
  • Develops training materials, such as exercises and visual displays.
  • Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
  • Manage expectations at all levels: customers/end users, executive sponsors.
  • Ensure quality standards are followed.
  • Monitor the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
  • Act as the escalation point for high priority support issues.
  • Ability to make recommendations on policies on system use and services.

Position Details

POSTED:

Jan 17, 2023

EMPLOYMENT:

INDUSTRY:

SNAPRECRUIT ID:

S16619904258801290

LOCATION:

United States

CITY:

Columbus, OH

Job Origin:

OORWIN_ORGANIC_FEED

A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
All job seekers welcome!

Helpdesk Analyst    Apply

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<p><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Role: Helpdesk Analyst</span></span></p> <p><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Location: Columbus, OH - Must be able to report onsite in hybrid schedule. </span></span></p> <p><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Duration: Long term</span></span></p> <p><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Direct client:</span></span></p> <p> </p> <p><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Years of Relevant Experience: 5 plus years field experience</span></span></p> <p><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Preferred Education: 4 year college degree in field of specialty</span></span></p> <p> </p> <p><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Role Description: </span></span></p> <ul> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Provides technical assistance, support, and advice to end users for hardware, software, and systems.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Provides hands-on technical assistance to business and technical users.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Investigates and resolves computer software and hardware problems of users.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Determines whether problem is caused by hardware, software, or system.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Answers questions, applying knowledge of computer software, hardware, systems, and procedures.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Talks with technical and non-technical co-workers to research problem and find solution.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Experienced with a variety of call-tracking software and systems.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Reads trade magazines and engages in independent study to maintain current industry knowledge.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Follow quality standards, and displays strong customer service skills.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Ability to work in a team environment.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Complete assigned tasks.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Strong communication skills; both written and spoken.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Calls software and hardware vendors to request service regarding defective products.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Acts as a subject matter expert for one or more custom or COTS applications.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Talks to programmers to explain software errors or to recommend changes to programs.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Write software and hardware evaluation and recommendations for management review.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Write or revise user-training manuals and procedures.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Develops training materials, such as exercises and visual displays.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Manage expectations at all levels: customers/end users, executive sponsors.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Ensure quality standards are followed.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Monitor the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Act as the escalation point for high priority support issues.</span></span></li> <li><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">Ability to make recommendations on policies on system use and services.</span></span></li> </ul>


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