Help Desk Analyst (Hybrid)

The Help Desk Analyst (Hybrid) will answer and log incoming telephone calls to the Help Desk. They will also answer and give support to the user. In addition they will dispatch to technical support as appropriate.

• →Answer the Help Desk phone and give first level support to users.
• →Dispatch Technical Support personnel to user calls when needed.
• →Maintain the Service Management System, which includes entering of call data and inventory changes.
• →Maintain software licensing database.
• →Perform software audits when required.
• →Maintain appropriate contracts.
• →Maintain hardware/software requisitions for purchases.
• →Be able to work flexible hours to cover the various shifts.
• →On call rotation as assigned.
• →Insure customer requests for processing in a timely manner.
• →Be available to work additional hours, as the business needs dictate.
• →Other duties as assigned.

• High school diploma, or equivalent, with related experience demonstrating the knowledge, skills, and abilities necessary to perform the essential functions of the position.

• End user working knowledge.
• Good computer skills.
• Good interpersonal and customer service skills.
• Good written, oral, and listening skills.
• Ability to follow procedures in a timely manner.  
• Ability to work professionally and effectively independently or in a team environment.