What are the responsibilities and job description for the Help Desk Analyst position at Data Processing Resources?
Job Details
Help Desk Analyst
Job Responsibilities:
Responsibilities of this role will include:
- Field incoming help requests from end users in person, via telephone/remote methods and via e-mail in a courteous and professional manner.
- Document all pertinent information, including requestor name, department, contact information, and a detailed description of the problem or issue.
- Build rapport with and elicit problem details from help desk customers.
- Prioritize and schedule problems. Resolve and/or escalate problems (when required) to the appropriately experienced technician/engineer.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on and remote fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Install and maintain anti-virus software and remediate issues.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Perform special projects, such as Office Suite and email roll-outs, as needed.
- Develop and Document solutions in Incident management system to aid the infrastructure and supporting teams.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals, from time to time.
- Participate in after hours on-call rotation.
- Some travel may be required.
There will be several people in this role who will all have very similar responsibilities as part of the team.
Necessary Skills:
- Knowledge of computer hardware specifically laptops, desktops and printers.
- Experience with desktop operating systems, including MS Windows 11 & Mac OS (and its recent variants e.g. Sonoma, Monterey, etc.).
- Extensive application support experience with Office 201X and email platforms.
- Working knowledge of a range of diagnostic utilities, including Remote system controls and Endpoint protection.
- Experience imaging/reimaging systems SCCM/MECM.
- Excellent verbal communication skills
- Written communication skills/ability to create concise, clear documentation
- Ability to organize multiple work streams.
- Ability to handle demands from multiple customers and properly prioritize requests.
- Ability to maintain a focus on customer service during competing priorities.
- Attention to detail
- Proven technical problem-solving skills based upon prior experience.
- College diploma or university degree in the field of computer science
Desired Skills:
- Prior help desk experience
- Prior customer service experience
- Certifications in Technology Hardware, Microsoft and/or Helpdesk
- Working knowledge of Microsoft Active Directory.
- Knowledge of ServiceDesk software
- Knowledge of Microsoft System Center Configuration Manager/Endpoint Configuration Manager.
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