What are the responsibilities and job description for the Help Desk Analyst position at Odyssey Information Services?
Must be a US citizen No Sponsorship.
Job Description – Help Desk Analyst
The help desk analyst is responsible for handling all end user IT-related issues with care. The help desk analyst is to work with end users to troubleshoot computer-related difficulties, assist with the support of network, and oversee the regular updating of all pertinent installations. Technological expertise with a wide range of computer systems, hardware, and software is essential for the help desk analyst to excel in this role and help drive our organization forward.
Objectives of this role
- Provide user support across organizational operating systems.
- Troubleshoot various computer software and hardware issues.
- Document processes and maintaining service desk records.
- Prepare, implement, and monitor computer patches and software updates.
- Assist in network implementation and maintenance as needed.
- Maintain strong security practices and oversight.
Responsibilities
- Field incoming help requests from end users.
- Prioritize and schedule problem resolutions and escalate problems when required.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources
- the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing.
- implementing file backups, and configuring systems and applications.
- Performing preventative maintenance, including checking and cleaning of workstations, printers,
- peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Create, adjust, and maintain user settings and permissions.
- Write technical support documentation for knowledge base, software applications and end users.
- Propose improvements to increase the IT value to the organization.
- Provide assistance to the network administrators when required.
- Participate in both corporate wide IT projects and facility localized projects.
- Identify, develop, and implement training for employees and technicians for the use of the LAN, WAN, WIFI and associated networking systems as well as the maintenance and repair and troubleshooting of systems. Develop and conduct various training programs for system users to improve user skills, productivity, and accuracy. Educate and inform staff on cybersecurity issues and common security protection methods.
- Work with SOC team to ensure solid cyber security for the entire organization.
Required skills and qualifications
- Two or more years of experience in a helpdesk role or similar position
- Comprehensive knowledge desktop support and troubleshooting
- Proven skills in performance analysis
- In-depth knowledge of technology devices (computers, laptops, printers, copiers, etc.)
- Strong communication skills for training, assisting end users and interacting with leadership.
- Knowledge of O365, Azure AD, Firewall Technologies, and Windows Server Operating Systems
- Associate’s degree (or equivalent) in computer science or related field
Preferred skills and qualifications
- Experience with VPN clients, MFA technologies and IT Ticketing Systems
- Experience with Windows Active Directory, O365 and Azure
- Experience with infrastructure equipment (switches, firewalls, peripherals)
- Experience with phone systems (VOIP), Video Surveillance and door security systems
- Professional certification a plus
- Familiar with CMMC and NIST security standards and certification processes a plus
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Additional hours required as needed
- Weekend hours required as needed
Education:
- High school or equivalent (Required)
- Associate degree (or equivalent) in computer science or related
- Bachelor’s degree (or equivalent) in computer science or related field (preferred)
Experience:
- Equivalent: 2 years (Required)
Work Location / Additional Information:
In person / Hybrid at Managers discretion
