Help Desk Analyst

Job Description:

The Help Desk Analyst provides Level 2 Support for the Client. This role focuses on managing technical support requests, troubleshooting hardware and software issues, and delivering top-tier customer service to end users. The candidate must possess excellent problem-solving skills, work well in a team, and have strong communication abilities to handle escalations and maintain service levels.

Key Responsibilities:

• Manage expectations and communication with customers, end users, and executive sponsors
• Ensure adherence to quality standards for support services
• Monitor and reassign support tickets to ensure timely resolution based on service level agreements (SLAs)
• Serve as the escalation point for high-priority issues and complex technical problems
• Make policy recommendations on system usage and services
• Coordinate with software and hardware vendors for product-related issues
• Provide subject matter expertise for custom and commercial off-the-shelf (COTS) applications
• Collaborate with programmers to resolve software errors and suggest enhancements
• Act as an in-house consultant, recommending alternative software/hardware solutions when needed
• Test software and hardware to ensure usability and effectiveness
• Create and update software/hardware evaluation reports for management
• Develop, revise, and distribute user training materials and manuals
• Conduct on-site and classroom training for end users, or recommend external trainers
• Provide technical assistance and troubleshooting support for hardware, software, and systems
• Serve as the primary contact for Level 1 support and handle escalated user issues
• Diagnose problems and determine root causes, whether from hardware, software, or system-related issues
• Collaborate with technical and non-technical co-workers to find solutions
• Use diagnostic software and tools for remote problem resolution
• Stay current with industry trends through independent study and relevant publications
• Follow established quality standards and demonstrate strong customer service skills
• Work effectively in a team environment and complete assigned tasks within deadlines
• Exhibit strong written and verbal communication skills
  
  

Required Skills and Experiences:

• Expertise in troubleshooting and providing hands-on technical assistance
• Experience with a variety of call-tracking software systems
• Knowledge of hardware, software, systems, and diagnostic procedures
• Proven ability to provide high-quality customer service
• Ability to manage escalations and meet SLA targets
• Strong written and spoken communication skills
  
  

The hourly range for roles of this nature are $20.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.