Help Desk Analyst

Helpdesk Analyst Hands-on computer technical support for our internal users.

Responsibilities

Provide technical assistance to computer users; Answer questions and resolve computer problems for users in person, via telephone and electronically; Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems; Coordinate and work with third party support vendors in providing assistance to computer users for a variety of technical issues including networking, end user computer hardware, communications and applications; Create incident tickets and change request tickets within a ticket management tool; Monitor ticket queues and escalation of tickets beyond SLAs; Oversee the daily performance of computer systems and applications; Answer user inquiries regarding computer software or hardware operation to resolve problems; Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLAs until resolved; Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software; Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications; Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities; Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support; Refer major hardware or software problems or defective products to third party support vendors for service; Develop training materials and procedures, or train users in the proper use of hardware or software; Confer with staff, users, and management to establish requirements for new systems or modifications.

Requirements

Must be local to Atlanta; Must be able to come to the office every day to work.

Nice to have

3+ years experience performing as Helpdesk Technician; Hands-on knowledge in resolving issues with Outlook, MS Office, Win 10, Active Directory, COTS applications.