Help desk analyst job description

The Help Desk Analyst I will support all users in the HSL community. The position requires basic understanding of PC hardware/software, Networking, Wi-Fi, Telecom, and other systems. Will provide technical assistance to resolve issues related to computer hardware and software, and systems. The Analyst is the first point of contact and will be responsible for providing assistance to HSL facilities in the Greater Boston area.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
• Answer Help Desk calls from users; open service request tickets for all calls. Provide technical support to callers over the phone, visiting the callers, or by taking remote control of desktop.
• Assist with technical support issues on software, applications, PCs, printers, and LAN/WAN and Wi-Fi support.
• Escalate issues to the appropriate tier two support entity within or outside the organization as necessary
• Document the resolution process and monitor Help Desk email box and voice mailbox.
• Ensure that Help Desk database information is current, accurate and complete.
• Monitor help desk database for open tickets and follows up with support analysts on open/past due calls.
• Assist with the ongoing design and operations of the Information Technology Help Desk and related software.
• Adhere to and reinforce help desk policies on a day-to-day basis
• Perform other related duties as required/directed by supervisor

KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED:
• Associates or Bachelor's degree in Computer Science, Information Technology, or similar field
• Or 1 year relevant work experience in computer technology or previous IT Help Desk position.
• Must be proficient with Microsoft Windows and Office products 2007/2013.
• Working knowledge of personal computer hardware and peripherals.
• Must have excellent customer support skills.
• Must have experience with networked desktop, laptop systems, various mobile IOS/Android devices and printers.
• Must have excellent written and oral communication; customer services; and telephone skills. Must be able to interact with management, technical staff, and users. Must be an excellent team player.
Valid driver’s license required. Must be willing to travel to several local HSL sites .

Hebrew SeniorLife requires all employees to be fully vaccinated against COVID-19 as a condition of their employment. All new hires must be fully vaccinated, which includes any recommended COVID-19 boosters, before their start date. Any exemption requests for medical or religious reasons will be considered on a case by case basis and must be processed prior to any start date.
Hebrew SeniorLife is an equal employment opportunity employer. All employment decisions are based on merit, qualifications, and competence and not influenced or affected by race, color, religion, age, gender, national origin, ancestry, marital status, military status, veterans status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state, or local law.
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Are you looking for a full-time career at a well-established company with development opportunities, competitive pay, a fun, creative collaborative team environment and a great benefits package working weekdays, no weekends?

Custom Brands Group is hiring for a full-time IT Help Desk Analyst to join our growing team! The position will be located onsite at our Salt Lake City office on 111 Apollo Road to support onsite and remote users.
Who We Are: Custom Brands Group, a division of Hunter Douglas provides custom window treatments to businesses large and small. From pre-order solutions to after the sale service, our business can be a bit complicated and we're looking for exceptional, service-minded individuals who love to make people's lives easier. We know we're winning when our products become our customers “go to” solution and our Customer Service team prides itself on helping our organization fulfill this goal.

What You Will Do : The primary responsibility of IT Helpdesk Analyst is to provide technical support for users both on-site and working offsite to diagnose, troubleshoot and resolve hardware and software issues in a professional and courteous manner. Main point of contact for training/conference room setup and technical issues. Accountable for inventory and computer/technical hardware and accessories for record keeping purposes.



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SSENTIAL DUTIES AND JOB RESPONSIBILITIES:

Work with users on-site and working offsite to diagnose, troubleshoot, and resolve issues. Work with corporate IT and HR team members to setup new users Gate-keeper for hardware and accessories for inventory and record keeping purposes Work with IT teams in McKinney, TX and Jacksonville, FL to align and fulfill strategic goals Setup training room setups and test for operability. May need occasional assistance with CAT 5/6 wiring and switch/ WIFI node installation. Gather, pack, ship, and track equipment shipments for receiving in multiple site locations and employees homes, as needed
EDUCATION, QUALIFICATIONS AND EXPERIENCE REQUIREMENTS:

Must live in the Salt Lake City, Utah or surrounding areas 1 to 2 years experience in help desk/technical support Must be proficient in Office, Google Suite, Hardware / Software installation and troubleshooting, IOS and Android, Laptop Imaging, and general networking Working knowledge with networking protocols such as VPN, VOIP, DNS, and TCP / IP preferred. Customer service focused to provide support in a prompt and courteous manner. Must be able to communicate clearly via telephone, email, or chats and display strong listening skills to fully understand user issues and needs Familiar with all the steps in the troubleshooting process for all kinds of errors and computer issues to quickly and effectively resolve customer problems Experience with SalesForce a plus Ability to travel to other locations as needed
WORKING CONDITIONS:


This position is hybrid and will be required to work onsite on a regular basis. This role routinely uses standard office equipment such as computers, phones, copier, filing cabinets and fax machines. While performing the duties of this position, the employee is required to sit at a computer for extended periods of time, including typing on a keyboard and staring at computer screens. Up to 10% travel to other locations required. Occasionally travel locally to hand-off or exchange hardware with local users that connect remotely to the office (must have a reliable car).


BENEFITS:
Personal Leave Time (PLT) Company paid holidays + 1 floating holiday Robust benefit plans - Medical (Cigna & Kaiser), Dental (Delta Dental NJ), Vision (VSP) and HSA & FSA accounts 401(k) with a 6% company match and annual retirement contribution Company paid life insurance and AD&D (1 x annual base salary) Monthly corporate wellness challenges available through LiveWell program Employee Assistance Program Employee Product Discount Program

We offer a competitive base salary of $20.00 to $26.00 depending on experience.

Check us out and see what we are doing at: custombrandsgroup.com

Position comes with a full array of benefits, health insurance and matching 401k and many more perks.

This opportunity is on site at our office located in Southfield, MI. Training will be on site the 1st 2 weeks MON - FRI 8 am to 4:30pm EST for everyone. All Mon-Fri shifts will remain in office permanently.

The Help Desk Analyst provides technical support related to computer systems, hardware, or software via telephone, email and chat tools. This position is fast-paced and multi-task intensive, requiring quick decision making and top-notch customer service skills.

Essential Duties and Responsibilities

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
• Provide over-the-phone, email, and chat support.
• Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
• Use of screen sharing and remote-control tools to properly vet, collect, and evaluate the customer’s reported issue.
• Properly ticketing all customer requests with detailed information regarding the issue reported. Help Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets in order to successfully relay informits action back to the customer or other support team members.
• Maintain a regular and reliable level of attendance.

Knowledge Skills and Abilities

• High School Diploma or equivalent.
• Strong verbal, written and typing skills.
• Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Help Desk Analyst’s success.
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
• Ability to act independently and make decisions within scope of the position’s responsibilities.
• Display the utmost professionalism at all times with team members as well as end-users. · Ability to function well in a high-paced and at times stressful environment.
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until permanent resolution can be found.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.
• Exhibit high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, detail-oriented work environment, and make decisions based upon results of research.

Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Will require Intune “Mobile Device Management” software installed on personal device(s)

KENO KOZIE IS AN EQUAL OPPORTUNITY EMPLOYER Diversity and inclusion matters to us here at Keno Kozie Associates. We celebrate our differences and advocate an environment where everyone feels included. We’re proud to be an equal opportunity employer – and celebrate our employees’ differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status or any other protected group status. Our differences make us better, stronger and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensations, benefits, and other terms and conditions of employment.

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