Help Desk Analyst

Position Title: Help Desk Analyst

Location: Miramar, FL 33025.

Schedule: Monday-Friday, 8am-5pm, On-Site.

Experience: 1-3 years.

Position Summary

The Helpdesk Analyst is responsible for answering Helpdesk calls and e-mails in a timely manner and assisting users with various systems issues. The Helpdesk Analyst maintains a proficient knowledge software platforms, systems and technologies and is able to assist users with a variety of Information Technology related problems.

Essential Duties and Responsibilities

The Helpdesk Analyst provides Tier 1 onsite and remote end-user support, serves as the primary point of contact for all problem and informational calls coming into the Department of Information Technology.

• Answer all helpdesk calls, chats, tickets, voicemails and emails within a timely manner. Determines the nature of the user's issue and obtains as much information as possible about the problem. Prioritizes and evaluates user systems issues into a low, medium or high priority. Creates helpdesk tickets based on the user's systems issues. Attempt first call resolution. If not able to resolve reassign to Tier 2 for resolution.

• Provides friendly, courteous, and quality systems support to all users.

• Strives to meet or exceed all customer service goals & SLA's.

• Utilizes independent judgment in handling user issues/questions and knows when to refer complex matters to the Help Desk Manager for personal review.

• Maintains a proficient technical knowledge in various systems, hardware, software and database applications.

• Troubleshoots and assists users with various systems issues including PC/laptop, printer, software, hardware, problems.

• Closes Help Desk tickets and communicates resolution to the user.

• Tracks all calls, voicemails and e-mails in a detailed and accurate fashion utilizing Help Desk software.

• Adheres to the defined and communicated call flow / ticket resolution process.

• Recommends changes in policies/procedure to the Sr. Helpdesk Analyst or Help Desk Manager.

• Completes other duties as assigned.

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