Help Desk Analyst

Job highlights
Identified by Google from the original job post
Qualifications
Knowledge of basic computer hardware
Experience with desktop and server operating systems, including Windows operating systems
Working knowledge of a range of diagnostic utilities
Good understanding of the organization’s goals and objectives
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Strong documentation skills
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Benefits
Pay: $23/hr
Contract: 6 month contract with possibility of extension/conversion
Responsibilities
Shift: 40 hrs
Mon-Fri 8am-5pm
Field incoming help requests from end users via both telephone and e-mail in a courteous manner
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in the Help Desk problem reporting system
Build rapport and elicit problem details from help desk customers
Prioritize and schedule problems
Escalate problems (when required) to the appropriately experienced technician
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow-ups to help requests
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Utilize help sheets and frequently asked questions lists for end users
Job description
Job Title: Helpdesk Analyst

Location: 100% on-site in Dayton, OH

Pay: $23/hr.

Contract: 6 month contract with possibility of extension/conversion

Shift: 40 hrs. Mon-Fri 8am-5pm

Responsibilities

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in the Help Desk problem reporting system.

• Build rapport and elicit problem details from help desk customers.

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

• Utilize help sheets and frequently asked questions lists for end users.

Position Requirements

• Knowledge of basic computer hardware.

• Experience with desktop and server operating systems, including Windows operating systems.

• Working knowledge of a range of diagnostic utilities.

• Good understanding of the organization’s goals and objectives.

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

• Strong documentation skills.

• Ability to conduct research into a wide range of computing issues as required.

• Ability to absorb and retain information quickly.

• Ability to present ideas in user-friendly language.

• Highly self motivated and directed.

• Keen attention to detail.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Experience working in a team-oriented, collaborative environment.