Help Desk Analyst

• Receives calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems
• Discerns the nature of a problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, and logs in tracking system
• Escalates problems in accordance with defined procedures
• Assists users through problem solving steps
• Uses technical databases to research problems and talks with co-workers to research problem and find solution
• Tests software and hardware for troubleshooting and problem resolution
• Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts and making technical adjustments
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems
• Assists in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environment
• Provides accurate and complete answers to general use and administrative environment questions in a timely manner
• Supports shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors
• Communicates accurate and useful status updates
• Manages and reports time spent on all work activities
• Follows quality standards
• Able to work in a team environment
• Completes assigned tasks
• Serves as a contact for level 1 support and assists users who are experiencing issues using computer software, hardware, and operating systems, escalating issues, as necessary
• Determines whether issues are caused by hardware, software, or system and answers questions, applying knowledge of computer software, hardware, systems, and procedures
• Participates in infrastructure projects such as operating system upgrades, asset renewal initiatives, and application roll outs
• Up to 25% will be spent on field/project activities

• Excellent verbal and written communication skills
• Ability to work both independently and team environment
• Customer service mindset
• Microsoft 365/Windows OS - Windows 10 & 11
• Microsoft Edge support
• Microsoft SharePoint Online experience
• Microsoft Dynamics 365 Customer Service
• Personal Computer Desktop, Laptop, Mobile devices
• Network Printers
• Microsoft Access & PowerPoint 365
• Google Chrome and Mozilla Firefox
• Power Shell
• Active Directory
• Windows Hello for Business
• Windows Server
• Microsoft Configuration Manager (SCCM)
• Networking (wired and wireless)
• Network Security concepts
• 4-year college degree in Computer Information Systems or equivalent technical study
• 5 plus years field experience

Microsoft certifications preferred

Free parking within walking distance will be available for the selected candidate