Help Desk Analyst

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Help Desk Analyst
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Location: Clearwater, FL

Summary

Investigates and resolves software and hardware problems of computer users.

Essential Duties and Responsibilities:

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
  • Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • Prepares standard statistical reports, such as help desk incident reports.
  • Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
  • Consults with programmers to explain software errors or to recommend changes to programs.
  • Calls software and hardware vendors to request service regarding defective products.
  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
  • Writes software and hardware evaluation and recommendation for management review.
  • Writes or revises user training manuals and procedures.
  • Develops training materials such as exercises and visual displays.
  • Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.
  • Installs personal computers, software, and peripheral equipment.

Other Responsibilities:

  • Adheres to the policies and procedures of Premier Administrative Solutions
  • Maintains strict confidentiality of client, company and personnel information
  • Demonstrates a strong commitment to the mission and values of the organization
  • Adheres to company attendance standards
  • Performs other duties as assigned

Supervisory Responsibilities:   None

Competencies:

  • Strong organizational and interpersonal skills
  • Excellent written and verbal communication skills
  • Detail oriented
  • Ability to multi-task and work independently

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Help Desk Analyst
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Qualifications: 

  • 3 – 5 years of experience in hardware, software, and telephony support
  • Track record of effective interacting with business users
  • Solid understanding of Help Desk software packages
  • Strong time management skills, work ethic and customer service orientation
  • Microsoft System Center experience preferred

Education and/or Experience:

Bachelor’s degree preferred

Certificates, Licenses, Registrations:

Familiar with Help Desk Institute

Computer Skills:

Proficiency using software programs such as MS Word, ACCESS, PowerPoint, Excel and Outlook

Environmental Factors/Physical Demands:

Work is performed in an office environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input and retrieve information from the computer system; enter alpha-numeric data into a computerized system often while listening on the telephone. May be subject to repetitive motion such as typing, data entry and vision to monitor. May be subject to bending, reaching, kneeling, stooping and lifting up to thirty (30) pounds.

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Help Desk Analyst
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To apply, please forward resume to careers@chsamerica.com

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