HELP DESK ANALYST II - 085

Job Summary:

The Help Desk Analyst II responds to inquiries and requests for assistance with the organization's computer systems or PC's.   Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the help desk.  The Help Desk Analyst II serves as a second level escalation resource to the user community.   Provides coaching, mentoring and training to Helpdesk personnel.   Coordinates with other areas of IT Operations to escalate and resolve problems.

Responsibilities & Duties:

Customer Service

• Act as the primary IT contact for customers.
• Prioritize customer satisfaction and handle complaints professionally.
• Promote a positive help desk image and support its objectives.
• Provide IT Help Line support, including on-call hours.
• Create end-user documentation and knowledge tips.

Communication

• Keep peers, customers, and managers informed about trends, issues, and changes.
• Update customers on unresolved problems and inform management of widespread issues.

Problem Analysis, Resolution, and Prevention

• Log and track help desk calls and email requests.
• Troubleshoot hardware and software issues, escalating when necessary.
• Aim for a 90% First Call Resolution rate.
• Support IT-approved software and complete various IT requests.
• Investigate and resolve root causes of problems to reduce recurring issues.
• Create technical documentation and review upcoming changes to prevent problems.

Training and Other

• Stay updated on technology used in the supported environment.
• Provide customer training on technology.
• Support community and marketing events with technology needs.
• Perform additional related duties as required.

Requirements:

• Associate’s degree or educational equivalent’s, a bachelor degree (B.A. /B.S.) is preferred.
• Three to seven years of experience working in a LAN/WAN environment of at least 250 workstations.   Experience with Windows operating systems, Microsoft Office, and associated productivity applications are required. 
• A CompTIA A+ or Microsoft certification is desired.
• Demonstrates concern for the accuracy and quality of work and takes steps to correct mistakes and improve the overall product.
• Organizes and expresses ideas and information clearly, using appropriate and efficient methods of conveying the information.   Possesses quality listening skills, ensuring complete understanding of the problems and issues being reported by internal customers.
• Demonstrates experience with software and hardware inventory, troubleshooting Windows operating systems and peripheral devices, deploying application and Microsoft patches, enterprise antivirus and antispyware software and imaging desktops.
• Possesses the ability to coach, mentor and develop employees on the use of technology, productivity applications and business systems.