Help Desk Analyst

The Help Desk Analyst will provide support both over the phone as well as in-person as needed for clients in various locations. They will provide support for laptops, desktops, mobile devices, peripherals, printers, and other IT hardware and software. The Help Desk Analyst will be the first point of contact for users to resolve all issues in a concise manner with customer service being the number one priority. The Help Desk Analyst answers incoming IT support calls, enters information into the ticketing system and uses our knowledge base tool along with their expertise to resolve IT issues in a timely fashion.

Responsibilities

  • Provide technical assistance via the phone, electronically (email, chat, texting), and in-person to both internal users and external customers
  • Research, develop and document best practices and standard procedures using the ticketing system
  • Assist in the creation and review of end-user documentation to ensure accuracy and consistency
  • Exercise independent judgment when implementing solutions
  • Use system analysis to document, analyze, and test computer systems
  • Perform upgrades and patches
  • Update inventories of hardware, software, and licensing
  • Other tasks as assigned and in relevance to the need of the company

Qualifications

  • Excellent customer service skills required
  • Excellent communication skills required
  • 1-2 years of proven, qualified related work experience in a comparable work environment
  • Required Education: Associates Degree or Bachelors Degree in Computer Science or related field
  • Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
  • Self-motivated and ability to work on own initiative in a high-pressure environment

Benefits and Perks

  • Career advancement opportunities
  • 401 (K) with company match
  • Tuition assistance
  • Medical, dental, and vision coverage
  • Disability and life insurance package
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