Local Help Desk Analyst

Job Description

Requirement

Description:

HDA1 to help IT automate and implement new technology to assist with keeping the desktop environment current and running optimally.

This position will function as a highly skilled HDA with specific responsibilities that include:

• Understanding of Desktop Support and Software Licensing Services.
• Uses creativity and innovation to automate and streamline processes and procedures.
• Understands customer support, likes to work with people and can ensure that the customer is satisfied.
• Ability to troubleshoot in a high level systematic way. Ability to identify issues and research cause.
• Working knowledge of Excel spreadsheets.
• Strong influence, collaboration and negotiation experience.
• Ability to collaborate with supporting resources across business and/or functional lines.
• Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
• Act as the escalation point for high priority support issues.
• Ability to interpret end user license agreements.
• Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets).
• Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements (Software installation requests).
• Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
• Must be knowledgeable in the English language/speak clearly and understandably use the English language.

• 1 Year IT experience
• 1 Year Troubleshooting experience

• Service Now experience is desired.