IT Help Desk Analyst

Company: GreenEcho LLC
Location: Waco
Posted on: March 19, 2023

Job Description:

To provide technical computer support to our client over the telephone, via email, or in person. This individual's prime responsibility is to ensure that our client's 600+ locations receive an exceptional customer experience from the high level of service provided by the Help Desk, thereby minimizing disruptions to their daily operations.
In this role, analysts provide maintenance of the computer desktop environment by analyzing requirements, installing hardware and software solutions, resolving problems, or escalating tickets in a timely manner if unable to resolve. Analysts are also responsible for isolating problems and implementing solutions. Tasks include end user support of proprietary and 3rd party software and performing PC maintenance, upgrades and configurations.
This individual must possess excellent communication and customer service skills required for effective, courteous and professional management of inquiries, problems and assistance requests from our client's Profit Centers. He/she must have the ability to make decisions quickly and independently without direct supervision.

Job Requirements:
- Full-time (Monday - Friday with a set 8-hour schedule between the hours of 6:30 am - 8:00 pm EST)
- Effective analytical and problem-solving skills
- Attention to detail while logging incidents, resolutions, and internal knowledge articles
- Excellent Customer Service and inter-personal skills
- Organizational skills sufficient to ensure all calls are logged and follow-ups are complete
- Able to clearly communicate with users to determine issues
- Research questions using available information resources
- Quickly and accurately determine incident scope and impact
- Manage critical incidents and escalating problems as required to manager and Level 2 support teams
- Monitor Help Desk for tickets assigned to the queue and process first-in first-out based on priority

Desktop Support:
- Working knowledge of Windows Operating systems and applications
- Knowledge of installing, configuring and troubleshooting PC hardware/software, printers laptops, tablets, and smart phones
- Strong aptitude in OS repairs, spy ware and virus removal, hardware, upgrades and troubleshooting
- Ability to use Microsoft Word, Excel and Outlook

Network Support:
- Network troubleshooting skills
- Internet and e-mail troubleshooting skills
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

Internal Support:
- Ability to learn other hardware and software as they become pertinent to the business needs
- Ability to learn CEDNet tools and software
- Perform password resets
- Assist with on-boarding of new users

Other Necessary Skills:
- Ability to train in person or over the phone
- General math skills including: addition, subtraction, multiplication, division, percentages, ratio's, discounts/multipliers and probabilities
- Some travel may be required

Education:
- Bachelors Degree
- Equivalent certifications such as: A+, Network+, and Security+, PC Pro, Network Pro, Security Pro

Keywords: GreenEcho LLC, Waco , IT Help Desk Analyst, Professions , Waco, Texas