Job #: 1976
Help Desk Analyst
HET supports over 12000 employees located throughout the country as well as international users. These include data center operations, disaster recovery services, ServiceDesk services/support, desktop support, premedia systems support, voice systems/services, systems administration, messaging services/support, A/V support, application development, and training.
As a Help Desk Analyst, this position provides technical software, hardware and network problem resolution to all employees by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. This position also escalates all level two requests that cannot be resolved to Desktop Technicians or Network engineers. This role reports to the Service Desk Manager.
Responsible for first level Service Desk support of PC/MAC end users. Receives end user Service Desk requests (phone, electronic), coordinates problem identification and resolution, and tracks and reports Service Desk activities by placing incidents into an ITSM Solution ServiceNow.
An Ideal candidate should have the ability to deliver technical customer support over the phone in a call center environment; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between level one and level two end user problems; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population.
Position requires 3+ years of experience in the field of IT Service Desk or user Support
Experience with PC/MAC OS and server platforms, Active Directory, SCCM, Casper, and Windows/MAC desktop applications is essential
Experience with Desktop computer hardware, printers, and peripherals
Experience with Mobile Device Support (Windows, IOS, Android)
Understanding of basic Networking protocols
Exceptional oral and written communication skills
Provide support for Publishing and other business specific systems.
Extensive knowledge of Adobe products (InDesign, Photoshop, Illustrator and acrobat.
Font management software (UTC)
Experience troubleshooting printing issue
Work with and learn from best-in-class teams; our employees rock!
Fast paced and challenging projects
Diverse and forward-thinking leadership
Competitive salary, benefits and training