Help Desk Analyst

Title: Help Desk Analyst
Department: IT Department
Job Status: Full-time

POSITION SUMMARY:

The primary objective of this position is to provide technical support for internal end-users directly resolving or facilitating the resolution of technology-related issues in a timely manner. Furthermore, this position involves performing additional tasks within the Information Technology department, including the maintenance of related documentation and asset tracking, as well as other administrative duties. Help Desk Analysts can expect to spend their time working on the phones with end-users and may visit the end-user's desk to solve support issues when remote tools are not available.

Responsibilities:
• Providing support to users, both locally and remotely via telephone, in-person, and email.
• Serve as support specialist for PC/MAC applications, software, hardware and peripherals
• Answer the Help Desk phone and e-mail requests, escalating or transfer problems when appropriate.
• Log all support requests and resolutions in help desk call-tracking system
• Maintain and update asset records of all software and hardware information in asset database
• Create and/or maintain Help Desk related information, records and documentation
• Enforce and follow school Acceptable Use Policies and Procedures
• Serve as liaison between IT and end-users when network/telecom issues arise
• Assist with IT projects as required: installation and configuration of hardware and software.
• Perform PC maintenance and upgrades.
• Assist and is the primary backup for the telecommunication management
• Provide audio-visual support, as required
• Perform other activities/projects, as assigned.

Qualifications:
• Minimum of one - two years experience on a help desk and/or providing desktop support
• Knowledge of Microsoft and Apple operating systems, hardware, and peripherals
• Excellent customer service and interpersonal skills, including the ability to communicate in both non-technical terms (with end-users) and technical detail (with vendors, other I.T.
department staff), as appropriate.
• Excellent organizational, verbal, and written communications skills; effectively
communicate clear and concise instructions to users
• Practice empathic listening skills
• Ability to adapt to changes in organization, policy, and procedures
• Ability to handle stressful situations while maintaining professional attitude and demeanor
• Punctuality and reliability are crucial
• Ability to follow project plans as directed by IT management and provide updates throughout the project
• Ability to efficiently use time and resources in accomplishing daily and project goals while maintaining a customer service oriented attitude

Interested candidates should direct inquiries along with a statement of interest, resume and two letters of recommendation electronically to: careers@missporters.org