Help Desk Analyst

3+ years of experience promptly answering and supporting users through a help desk phone environment.

3+ years of experience responding to help desk emails in a timely and professional manner.

3+ years of experience escalating issues to senior technical staff by assigning ServiceNow incidents to the appropriate technical resources.

3+ years of experience performing computer repairs and basic hardware troubleshooting as needed.

3+ years of experience installing software and applying system updates on organizational computers.

3+ years of experience assisting senior technical staff with entry-level technical tasks such as data collection and report execution.

1+ year of experience running daily reports and distributing them via hand delivery or internal mail processes.

1+ year of experience creating and documenting ServiceNow incidents for all phone and email support requests.

1+ year of experience assisting with cable cleanup, equipment installations, data center cleaning, and moving or racking equipment.

Receive and respond to inbound calls and emails from users experiencing issues with business applications or requesting guidance on system functionality.

Troubleshoot user-reported problems related to applications and basic hardware concerns, documenting issues within the ticket tracking system.

Assist users through step-by-step problem resolution for login issues, password resets, and application access support.

Escalate unresolved or complex incidents to Tier 2 support in accordance with established procedures.

Research technical issues using internal knowledge bases, documentation, and collaboration with team members.

Provide accurate and timely answers to general usage and administrative environment questions.

Communicate clear and consistent status updates to users and internal teams.

Support coordination efforts related to system changes, upgrades, and new product implementations.

Maintain accurate tracking of time and work activities.

Follow established quality standards and operational procedures.

Collaborate effectively within a team-oriented support environment.

Complete assigned tasks while demonstrating strong written and verbal communication skills.