Help Desk Analyst ; Green Bay, WI

The Help Desk Analyst I responds to inquiries and requests for assistance with the organization's computer systems or PC's. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the help desk. Coordinates with other Information Technology areas to resolve problems if necessary.

• Serves as the first level and primary contact for the customer contact with IT.
• Must learn to think of the customer as the most important part of the job.
• Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.
• Promotes a professional help desk image and sells the value of the help desk.
• Develops an understanding help desk priorities and objectives and then takes an active role toward accomplishing the stated objectives.
• Provides support on the IT Help Line including periodic on - call hours.

• Keeps peers, customers, and manager informed of trends, significant problems, unexpected delays and anything new in the environment. Also communicates scheduled downtime or anything that affects the computing environment.
• Keeps customers informed of progress on problems that cannot be resolved on first call.
• Ensures appropriate management is informed of problems that are impacting groups of users.

• Logs all help desk calls or email requests into Request Tracking System and updates problem profiles.
• Troubleshoots perceived hardware and software problems; escalating to internal support resouces.
• Analyzes and strives to resolves problems with a goal of 90% First Call Resolution.
• Supports all IT Operations approved software applications; minimally, Microsoft Office, Windows operating system, Standard Desktop, Remote Access, Hardware Diagnostics
• Completes requests for Password Resets, printer, hardware diagnostics and special desktop releases.
• Investigates causes, tests solutions, and recommends solutions to reduce help desk calls.
• Strives to identify and address the root cause of a problem, not simply address the symptoms and works to eliminate recurring problems.
• Promotes effective use of technology.

• Keeps current on all the technology used in the environment supported.
• Provides training to customers to provide understanding of technology.
• Performs additional related duties as requested or required.

• Education:
  
  Associate’s degree or educational equivalent’s, a bachelor degree (B.A./B.S.) is preferred.
• Technical
  
  Experience:
  
  One to five years of experience working in a LAN/WAN environment of at least 30 workstations. Experience with W indows operating systems, Microsoft Office, and associated productivity applications is required.
• Certifications:
  
  A CompTIA A+ or Microsoft certification is desired.
• Other:
  Valid Driver’s License required.

Nsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. This is a drug-free workplace.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Recruiting Manager at