Role Description: The Help Desk Analyst provides Level 2 Support by performing a variety of technical and customer service tasks to ensure the smooth operation of our IT systems and services.

Responsibilities:

• Manage expectations at all levels: customers/end users, executive sponsors.
• Ensure quality standards are followed.
• Monitor the teams open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
• Act as the escalation point for high priority support issues.
• Make recommendations on policies regarding system use and services.
• Request service from software and hardware vendors for defective products.
• Serve as a subject matter expert for one or more custom or COTS applications.
• Explain software errors to programmers or recommend changes to programs.
• Work as an in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
• Test software and hardware to evaluate ease of use and whether the product will aid users in performing work.
• Write software and hardware evaluation and recommendations for management review.
• Write or revise user-training manuals and procedures.
• Develop training materials, such as exercises and visual displays.
• Train users on software and hardware on-site or in classroom settings, or recommend outside contractors for training.
• Provide technical assistance, support, and advice to end users for hardware, software, and systems.
• Provide hands-on technical assistance to business and technical users.
• Investigate and resolve computer software and hardware problems of users.
• Serve as a contact for level 1 support.
• Serve as a contact for users having problems using computer software, hardware, and operating systems, and escalate as necessary.
• Determine whether problems are caused by hardware, software, or system.
• Answer questions, applying knowledge of computer software, hardware, systems, and procedures.
• Research problems and find solutions by talking with technical and non-technical co-workers.
• Use diagnostic software or listen to and follow instructions to assist users with problems.
• Experienced with a variety of call-tracking software and systems.
• Maintain current industry knowledge through reading trade magazines and independent study.
• Follow quality standards and display strong customer service skills.
• Work effectively in a team environment.
• Complete assigned tasks.
• Demonstrate strong communication skills, both written and spoken.

Required / Desired Skills

• Tier 2 technical support for hardware and software: Required, 5 Years
• Experience with call tracking and ticketing software: Required, 5 Years
• Provides user training, documentation, manuals: Required, 5 Years
• Managing and assigning support issues: Required, 5 Years
• 4-year college degree in field of specialty or equivalent experience: Highly desired