IT Help Desk Analyst I

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Job Summary

Ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain Service Level Agreement (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Responsible for setting up new desktops, laptops, tablets and smartphones; troubleshooting, repairing, and upgrading existing workstations; and resolving software and hardware problems.

• Perform system administration duties to include setup of user accounts; creation of shared folders, files, and printers; and setup of logon scripts and user profiles.

• Provide on-going support to computer users, both on-site and off-site, and respond to software/hardware questions, issues, and problems.

• Responsible to follow all department policies and SOPs for procuring, setting up and disposing of all hardware and software and updating the asset management database.

• Assist with assigning tickets and management of the Service desk.

Additional Responsibilities

• Evaluate documented resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents.

• Assist in software and hardware procurement, releases and roll-outs and communication to the end users.

• Field incoming requests to the Service Desk via phone, e-mail and in-person to ensure courteous, timely and effective resolution of end user issues.

• Responsible for troubleshooting PC hardware/software and printer problems. Responsible to follow all department policies and SOPs for procuring, setting up and disposing of all hardware and software.

• Prioritize and schedule problems. Escalate problem (when required) to the appropriately level Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization.

• Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti-virus software and ensure virus definitions are up-to-date.

• Develop help sheets and FAQ lists for end users.

• Reinforce SLAs to manage end-user expectations.

• Perform other related duties as assigned.

Qualifications: Education, Experience and Certification(s)

• Required: College diploma or university degree in the field of computer science and/or 3-5 years' equivalent work experience.

• Preferred: Certifications is a plus.

• Valid driver's license and/or access to reliable transportation to perform work-related travel required. Eligible drivers must have a good motor vehicle record (MVR) and be eligible for coverage with Service Source's insurance carrier.

Knowledge, Skills and Abilities

• Knowledge of basic computer hardware, including installation and troubleshooting

• Experience with desktop and server operating systems, including server 2008 and 2012 Extensive application support experience with Microsoft Office 2010, 2013 and 2016

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. Strong documentation skills.

• Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly.

• Ability to present ideas in user-friendly language.

• Highly self-motivated and directed. Keen attention to detail.

• Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift or move office products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. 40-hour on-site work week. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.

ServiceSource is committed to hiring and retaining a diverse workforce and building an inclusive workplace. We are an Equal Opportunity and Affirmative Action Employer, making employment decisions without regard to a person's race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

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