Analyst, IT Helpdesk

The IT Help Desk Analyst person will work with the IT Help Desk team. lead, and manager to work different types of IT help desk ticket requests.

• Field incoming IT help requests from end users via ticketing system and assist in a respectful manner
• Document all pertinent information including all decisions made, actions taken, and confirmation of a successful result
• Maintain excellent customer service over the phone, helpdesk, chat systems, or email
• Ticket escalation resource tier 3/4 for all type of IT Help Desk request
• Diagnostic and repair of supported hardware and software
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform post resolution follow-ups to help requests
• Ensure continued development, improvement, and adherence to IT policies and procedures
• Develop and maintain help sheets and knowledge base articles for end users
• Assist with creation and maintenance of local site IT systems documentation
• Assist with growth and training of new associates to ensure overall team success
• Perform related duties consistent with the scope and intent of the position