Help Desk Analyst

Job Description:

As a Help Desk Analyst, you will help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally.

This position will function as a highly skilled Help Desk Analyst with specific responsibilities that include:

• Understanding of Desktop Support and Software Licensing Services.
• Ability to image machines and install complicated software.
• Uses creativity and innovation to automate and streamline processes and procedures.
• Understands customer support, likes to work with people and can ensure that the customer is satisfied.
• Ability to troubleshoot in a high-level systematic way. Ability to identify issues, research cause, and remediate.
• Experienced in building, setup, and removal of desktop equipment (PCs, laptops, phones, peripherals, software, etc.)
• Troubleshoots basic network, software, printing, and/or installation problems
• Supports staff hardware moves for facility reorganization.
• Experience with ServiceNow and Knowledge Base preferable.
  
  

EXPERIENCE:

• Strong communication/leadership skills.
• Strong influence, collaboration, and negotiation experience.
• Ability to collaborate with supporting resources across business and/or functional lines.
• Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
• Act as the escalation point for high priority support issues.
• Ability to interpret end user license agreements.
• Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets).
• Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
• Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
• Must be knowledgeable in the English language/speak clearly and understandably use the English language.
• Ability to understand and follow processes established for the Service Desk.
  
  

REQUIRED SKILLS:

• 2 Years IT experience.
• 2 Years Troubleshooting experience.
• 2 Years experience documenting procedures.
  
  

DESIRED SKILLS:

• Experience using ServiceNow is required.
• Retail customer service experience is desired.
• Service Desk experience is required.
  
  

The hourly range for roles of this nature are $20.00 to $30.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.