Description

Purpose: The Help Desk Analyst I (HDAI) delivers Tier 1 technical support to internal team members, clients, partners and hardware such as computers, telephones, mobile devices and printers. The HDAI typically responds to and diagnoses problems through discussion with end users and resolves basic problems while referring more complex issues to senior level staff.

This position will be onsite and required to come into the office in Clinton, IA or Janesville, WI for at least the first six months of employment, but will eventually have the flexibility to work from home part of the time.

Essential Duties and Responsibilities:

• Provides routine support for end users with IT-related requests and issues.

• Evaluates, prioritizes and completes incoming tickets in a professional and courteous manner.

• Follows standard Help Desk operating procedures and protocols to accurately log all requests using established ticket tracking software.

• Resolves routine hardware and software issues, and coordinates work escalations with the appropriate technical resource or group for more complex issues.

• Maintains a high degree of professionalism while delivering outstanding customer service.

• Notifies IT management of all critical requests and issues.

• Learns the skills to fix commonly used software, hardware, and other equipment.

• Provides solutions, advice and/or recommendations in a quick and timely manner.

• Provides knowledge transfer of important information to fellow Help Desk Analysts.

• Provides follow-up to team members and other support staff to ensure issue resolution and high degrees of customer satisfaction.

• Required to attend mandatory meetings and trainings, work scheduled overtime with minimal notice, and perform other duties as assigned per business needs.

Qualification Requirements –

To perform the job successfully, an individual should demonstrate the following:

• Must be at least 18 years of age.

• Able to read, write and speak English.

• Successfully pass and maintain acceptable background checks and security clearances.

• Associate degree plus 1 year of experience providing end-user technical support preferred.

• Excellent verbal and written communications skills.

• Ability to provide excellent customer service.

• Ability to plan, organize, and coordinate work assignments.

• Ability to establish and maintain effective working relationships with others.

• Conscientiousness and accuracy in record-keeping and documentation.

• Expertise in performing multiple tasks at the same time without errors.

Certificates and Licenses:

• No certificates or licenses needed.

Computer Skills:

· Proficient in Microsoft Office (Word, Excel, and Outlook).

· Knowledge in SQL a plus.

Qualifications

Education

Preferred

• Associates or better in Computer Science

Experience

Required

• Understanding of Active Directory

• Familiarity with Windows

• Familiarity in SQL

Preferred

• Associate degree plus 1 year of experience providing end-user technical support preferred.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)