Help Desk Analyst

Job Overview

The Help Desk / Call Center Analyst provides frontline technical support by answering user calls and emails to resolve login, password reset, and business application issues. This hybrid position offers flexible shift options (8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM) featuring a balanced mix of remote and in-office work following initial on-site training. Professionals in this role troubleshoot technical problems, guide users through resolution steps, and escalate complex tickets when necessary.

Active Job Duties

• Receive telephone calls and emails from users experiencing problems or inquiring how to use specific aspects of business applications.

• Ascertain the nature of problems, determine whether issues are caused by hardware or application errors, and log them into the tracking system.

• Assist users through structured problem-solving steps and provide accurate answers to general and administrative questions.

• Research issues using technical databases, reference publications, diagnostic aids, and collaboration with co-workers.

• Escalate issues properly in accordance with defined procedures.

• Communicate accurate and useful status updates while managing and reporting time spent on all work activities.

• Follow quality standards and work collaboratively within a team environment to complete assigned tasks.

Job Requirements

• 3 Years (Required): Promptly answer help desk phone

• 3 Years (Required): Promptly respond to help desk emails

• 3 Years (Required): Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource

• 3 Years (Required): Perform agency computer repairs, as needed

• 3 Years (Required): Install software/updates on agency computers as needed

• 3 Years (Required): Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports

• 1 Year (Required): Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery

• 1 Year (Required): Create ServiceNow incidents for all phone and email requests

• 1 Year (Required): Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment