HELP DESK ANALYST

The Help Desk Analyst will provide administration, support, and training related to third party PC software applications. Assist in working and providing internal and external Help Desk support, and assist as necessary in providing support for the network environments. Additional responsibilities are to continuously build and improve upon the company's technical and operational processes.

Essential Duties & Responsibilities:

• Provide Helpdesk support for all clients, fully document all incidents within the helpdesk system, and provide subject matter expertise in multiple applications.
• Ensure solid training processes are in place for our end users.
• Champion process improvements within the team and organization
• Participate on departmental and company project teams as requested.
• Recommend system modifications to reduce user problems
• Acquire and maintain domain knowledge of relevant products (software and Hardware) and support policies in order to provide accurate solutions to customers.
• Provide accurate and creative solutions to customer problems of moderate nature to ensure end user productivity.
• Provide incident notification and management of issues. Collaborates with other areas within IT to determine and document root cause of issues.

• Minimum of a Bachelor Degree in a computer related field or a minimum of two years of experience. (Additional related experience beyond two years may be considered in lieu of educational requirement).
• Exhibit a strong customer service attitude upon answering all calls.
• Able to apply functional knowledge in utilizing MS Office Suite, Windows, Apple computers or other technical tools to complete work assignments
• Strong problem-solving capabilities. Includes following consistent troubleshooting methodologies.
• Self-motivated, and able to work with minimal supervision
• Ability to manage multiple tasks at once.
• Aggressively pursues process improvements.
• Interpersonal skills to work as a team member and as a liaison with customers
• Strong attention to detail
• Excellent verbal communication, presentation, organizational and planning skills. Able to understand complex technology concepts and apply them when communicating with diverse groups of people when completing work assignments
• Excellent organizational skills
• Available for 24x7 on-call support and monthly service weekend activity activities.
• Ability to work in a fast pace Team environment
• Certifications: A+, MCP a plus