Help Desk Analyst

• Job Summary
• Responsible for receiving all telephone or automated requests for IT assistance, ensuring that the request or problem is accurately recorded and fulfilled within established timeframes.

• Primary Dutie
• sPrimary duties may include but are not limited to
• :Handles basic technical problems via the telephone and resolves first line customer issues
• .Logs and manages calls while utilizing the correct procedures
• .Handles specialized functions including fulfillment and special projects
• .Make appropriate and timely referrals of any requests that cannot be immediately resolved

• .
• Required Qualificatio
• nsRequires associate's degree or recognized trade certificatio
• n.1-2 years of personal computers, computer networking, telecommunications or configuration management troubleshooting experience; or any combination of education and experience, which would provide an equivalent backgroun
• d.2-3 years customer service experience preferre
• d.Preferred understanding and use of SD tool
• s.Basic to intermediate technical knowledge of personal computer hardware and software, networking; telecommunications, applications, and/or configuration managemen
• t.Excellent oral, written and interpersonal communications skills require

• d.
• Preferred Ski
• llsSupport of Virtual Machi
• nesSupport of Dell Wyse devi
• cesSupport of Microsoft o365 produ
• ctsHDI certification prefer
• redExperience using ITSM modules in Service

• Now
• Additional Det
• ailsBasic troubleshooting skills, pw maintenance/r
• esetAnalyst with 1-3 years' experience min

imum