Help Desk Analyst

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Corp Chicago Exempt Robards, KY, US

The Helpdesk Analyst’s role is to support and maintain in-house computer systems, desktops and peripherals. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment while insuring optimal workstation performance. This person will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

• Work with end users to identify and deliver required PC service levels.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• Accurately document instances of hardware failure, repair, installation, and removal.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
• Provides all necessary IT support for Century Aluminum plant operations
• Configure systems to ensure their smooth and reliable operation for fulfilling business objectives and processes.
• Create and maintain documentation as it relates to all assigned areas of responsibility.
• Ensure network connectivity of all servers, workstations and other network appliances.
• Recommends upgrades, patches, and hotfixes. Applies and installs approved upgrades, patches and hotfixes.

Education

High School

Technical

Experience

1+ years

3+ years

Management

None

None

Manufacturing

None

3+ years

Training /

Certifications

None

A+

Experience interviewing end-users for insight on functionality, interface, problems, and/or usability issues

Hands-on experience developing test cases and test plans.

Flexible and adaptable in regards to learning and understanding new technologies

Ability to conduct research into software-related issues and products

Proficiency in troubleshooting and resolving pc issues.

Communication

Level 2 - Ability to deliver oral and written communications that make an impact.

Teamwork and

Level 1 – Ability to work cooperatively with others on a team and to deal with conflicts, confrontations, and disagreements in a positive manner, which minimizes personal impact.

Managing

Performance

Level 1 –Ability to respond positively to guidance and criticism, and welcome growth opportunities.

Strategic Thinking

Level 2 – Ability to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies.

Business Acumen

Level 1 – Demonstrates basic knowledge of implications of individual impact to profitability.

Service Oriented

Ability to demonstrate significant skill and desire for satisfying internal customers.

The descriptions contained herein are intended to describe the general nature and level of work being performed by people assigned to this role. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel in this classification. Other duties or responsibilities may be added at management’s sole…