Help Desk Analyst

Job Description

REQUIREMENTS

• At least 1 year of relevant experience
• Associate’s degree or equivalent work experience
• CompTIA A+ certified (preferred)
• HDI certified (preferred)

RESPONSIBILITIES

• Provide excellent customer service and solve problems requiring a diverse technical capability (primarily for the Windows Desktop operating system with Microsoft Office 365, Microsoft Office Suite, and various standard applications (COTS).
• Technically proficient with Windows 11, Intune, TCP/IP, Wi-Fi, smartphones, tablets, printers and typical office automation application support
• Remote computer support (Beyond Trust / Bomgar)
• Owning, tracking and resolving Information Technology (IT) incidents and requests using the Remedy Helix ITSM
• Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service related issues are identified and resolved within established SLAs
• Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems

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