Help Desk Analyst

Overview:

• Help Desk Coordinator will assist customers with computer and application issues to determine the root cause of a problem and perform the necessary functions to resolve the problem. Excellent communication skills and computer knowledge is preferred.
• The ideal Helpdesk Coordinator will have knowledge and experience supporting and troubleshooting various Microsoft applications.
• The analyst is an excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand.
• They can demonstrate the ability to work well in a fast-paced, iterative, deadline-driven environment and have the ability to organize, prioritize, and meet established deadlines.
• The analyst will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures.

• Microsoft Windows 10
• Knowledge of Microsoft Windows Server, Active Directory, and Office 365 – training on AOC mainframe systems will be provided.
• Experience using Microsoft Excel, Word and Visio
• Must have good clear communication skills

• 3 years:
  Experience using email (Outlook) – Required
• 2 years:
  Experience working in a position requiring calm demeanor when dealing with upset users – Required
• 2 years:
  Experience with MS Excel – Highly desired
• 1 year:
  Experience with MS Word – Highly desired
• 1 year:
  Experience with MS Visio – Highly desired

• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and applications.
• Maintain a working knowledge of Help Desk and IT Operations procedures.
• Log all incoming problems and requests and actions taken to resolve them.
• Provide first response help desk support to all customers and users.
• Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests.
• Provide support for AOC business applications.
• Provide follow-up status to end-users in accordance with specified support policies and procedures.
• Ensure closed problems are adequately documented.