What are the responsibilities and job description for the Help Desk Analyst I position at Home Telephone ILEC,LLC?
Home Telecom is one of the largest independently owned telecom companies in South Carolina, serving various counties since 1904. Home Telecom is a rapidly growing company serving the Greater Charleston community including areas in Berkeley, Charleston, and Dorchester Counties. Home Telecom provides innovative technology through our state-of-the-art Fiber deployments to provide high-speed Internet, HD Video, Security, Home Automation, and Phone services to a mix of commercial, industrial, business, and residential customers. Our team of highly trained employees are all committed to being the best and easiest-to-business-with company. At Home Telecom, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of continuous improvement that celebrates integrity, innovative thinking, and dedication to consistently exceeding customer expectations.
JOB SUMMARY
Provides Tier 1 Help Desk support for corporate IT services. Responsibilities include logging and fulfillment of requests and incidents. Categorization, prioritization, and resolution of incidents after initial investigation and root cause analysis. Proper and timely escalation of priority incidents and documentation in tracking tools is required. Supports network cyber security operations through manual and automated endpoint patch management. Recommends purchase of equipment for optimal match of user needs, system capabilities, intra-company hardware capabilities, etc. Trains and aids end users with hardware and software. Setup, deployment, and maintenance of end-user compute devices including laptops, desktops, thin clients, printers, tablets, and mobile devices.
MAJOR DUTIES AND RESPONSIBILITIES
- Log and fulfill user requests and incidents using ITSM standards, providing root cause analysis, categorization, prioritization, and resolution where able.
- Efficiently and consistently identify incidents requiring Tier 2 support. Provide accurate routing to appropriate Tier 2 Support.
- Install and maintain end-user computer hardware and software.
- Perform other duties as requested by leadership.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Excellent communication, interpersonal, and organizational skills
- Possess strong technical and computer skills
Required Education
- High School Diploma with 1 year of computer-related experience.
- One-year work experience preferred
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Excellent communication, interpersonal, and organizational skills
- Possess strong technical and computer skills
Required Education
- High School Diploma with 1 year of computer-related experience.
- One-year work experience preferred
