Help Desk Analyst Job at SHR Talent
SHR Talent is partnering with a client in Murfreesboro, TN in its search for a Help Desk Analyst. The Help Desk Analyst will be responsible for the active management of user facing support issues and the provision of new user facing devices. The Help Desk Analyst will work in conjunction with other support desk agents and will be responsible for ensuring prompt ticket resolution of user facing support tickets that fall within the agent’s scope of knowledge. As the Help Desk Analyst, you will participate in tasks that support the overall health and management of the team and forward evolution of technology solutions.
To be successful in this role as the Help Desk Analyst, you should possess the desire to seek growth opportunities to gain personal knowledge of the flow of business processes and methods of efficient work patterns and bottlenecks in the process of execution that can be addressed with process changes.
Responsibilities:
- Maintain record of daily support ticket transactions, problems and remedial action taken, and installation activities
- Ensure support tickets are addressed in timely manner
- Conduct computer and device diagnostics, investigating and resolving problems and providing technical assistance and support
- Develop training materials and procedures and train users in the proper use of hardware and software
- Prepare evaluations of software or hardware, recommending improvements or upgrades
- Support and configure call routing and extension provisioning and configuration of enterprise LAN/WAN segments as requested
- Provide 1 week of after-hour support, rotating every 4 – 6 weeks
- Other tasks as deemed necessary by management
Qualifications:
- 2 years Help Desk experience, preferred
- Strong troubleshooting skills
- Familiarity with Windows 10 and Office 365
- Solid foundation of networking
- Experience with front line, iPhone, and printer support
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