IT - IT Help Desk Analyst

Summary:

Responsible for working with cross-functional teams to develop business requirements and execute system testing scenarios to ensure requirements are met.

Duties:

• Represents IT in company projects and initiatives to ensure the best possible user and customer experience.
• Work with cross-functional teams to build business requirements for systems/processes that meet organizational needs.
• Develop and maintain standardized testing procedures and templates, outlining test criteria and expected results.
• Accurately execute the entry and validation of all acceptance testing scenarios for cross-functional teams.
• Accurately reports the results of all tests to the project team.
• Manage workload effectively and communicate barriers in a timely manner to ensure project timelines are achieved.
• Partner with Business Process Owners to document procedures and communicate procedural/system changes.
• Continually look for opportunities to improve systems/processes to increase efficiency and enhance the user experience.
• Provide support and resolution for system issues impacting applications used within the company.
• Investigate and troubleshoot issues before escalating.
• Retain ownership of all open issues to ensure timely resolution.
• Record and analyze reported issues. Make recommendations for training and system/procedural improvements.
• Assist external and internal customers with system/procedural questions and escalated calls.
• May assist with user set-up, system configuration and security.

• Other duties as assigned.

Education and Qualifications:

High school diploma or GED required.

Bachelor's degree preferred.

Above average understanding of desktop computer hardware, operating systems and application software.

Ability to create process flows.

Excellent organization and time management skills.

Strong analytical and problem-solving skills.

High attention to detail.

Effective communication skills, both verbally and in writing.

Ability to use available resources/data to execute confident decisions, while balancing the best interests of the company.

High regard for confidential and sensitive information.

Physical Demands:

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel. The employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.

Working Conditions:

Heated and air-conditioned office.