Responsibilities

The Help Desk Analyst provides information technology (IT)-related support to end users on a variety of issues, including support of software, hardware, security, network and assigned applications. The Help Desk Analyst performs these functions while serving as the first point of contact for customers seeking technical assistance over the phone or email. The essential functions of the Help Desk Analyst are:

Essential Functions:

• Triage and/or resolve technical support-related telephone calls, email and personnel requests.
• Log all calls into the service desk management system (Cherwell) and ensure all unresolved calls are forwarded to the appropriate personnel.
• Monitor and respond quickly to incoming requests related to IT issues.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Assist with onboarding of new users and modification to user account access.
• Identify and suggest possible improvements on procedures.