Help Desk Analyst Job Description template and pdf with duties [2024]

Job summary 1

Under the general direction of the CIO, the Help Desk Analyst works independently to assist our customers in resolving issues related to the implementation, functionality, and usage of computer based applications and related hardware. The Help Desk Analyst functions as the liaison between our customers and the Information Services Staff to facilitate quality service and technical support with an excellent degree of timeliness, technical expertise and commitment to the success of our customers and department.

Duties & Responsibilities 1

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Manage the Help Desk as the first level of support for our customers.
Provide basic support for hardware, peripherals, software and network access.
Provide basic support for office productivity applications such as MS Word, Excel and Outlook, and other software applications as assigned.
Research various problems to provide appropriate responses to customers, be able to do basic troubleshooting and assist customers through simple procedures.
Monitor voice mail, email, messages and related information for support inquires. Coordinate and maintain a log of request for activities of the Help Desk, be able to prioritize service request according to importance.
- Manage weekly tape backups including labeling, rotation and placement in safe storage.
- Monitors call volume and reports to CIO calls that are exceeding acceptable timeframes for resolution.
- Perform other duties as requested or assigned.

Requirements & Skills 1

Bachelors Degree preferred or Associates degree and equivalent work experience.
5 years of experience in Call Center Support or a related area or equivalent work experience.
- Familiarity with Health Care related Information Technology.
- Knowledge of commonly used concepts, practices, and procedures within the field.
- Strong problem solving skills with proven resourcefulness in high-pressure situations.

Job summary 2

As a Help Desk Analyst you will join an Agile Team responsible for maintaining operations and providing end user support for a suite of highly visible applications for an innovative federal government agency. This individual will be responsible for monitoring the queue of user tickets, allocation of user tickets across the Help Desk team, ensuring all Help Desk SLAs are met and ultimately ensuring a high level of end user support for our supported systems.

Duties & Responsibilities 2

Track all ticket progress against service level agreements and alert management of any potential issues that could result in delayed ticket resolution
Communicate directly with end users to clarify any potential issues, walk through mitigation steps, and provide general status updates
- Capture and present key Help Desk metrics such as issues opened vs closed per month, average time to close tickets, average number of open tickets, and others
- Participate in SAFe (e.g.; Program Increment Planning) and Agile (Kanban/Scrum) ceremonies and present status, risks, priorities to team
- Create, manage and/or update documentation to assist in more rapid

Requirements & Skills 2

Experience providing exceptional user support as part of a Help Desk team
Strong attention to detail, time management and ownership characteristics
Must be able to comply with Executive Order No 13991
Excellent communication skills; both verbal and written, including the ability to communicate effectively to technical and non-technical audiences.
Working experience or knowledge of ServiceNow
Working experience with Atlassian Tools; Jira and Confluence
- Working experience with programs executing Agile (Kanban, Scrum) and Scaled Agile (i.e.; SAFe)
- Education: Bachelors degree or higher
- Years of Experience: 5+ years of relevant experience.

Job summary 3

The Help Desk Analyst supports one or more Help Desk systems. Participates as a member of a team that handles inquiries from users for multiple applications. Assesses the customers' issue, performs initial triage, documents the problem, creates an incident and ensures the customer contract information is accurate and complete.

Duties & Responsibilities 3

Performs a variety of basic user-problem analyses for the help desk; assists with monitoring the network management systems and ensures a prompt and appropriate response to customer requests and issues.
Collects screenshots and other data for use in troubleshooting, then acts as a liaison between the client and program developers.
Performs initial problem analysis and triages problem to technical staff when appropriate.
Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance related to the application as a primary user contact.
Responsible for knowing when to escalate an incident, resolves basic questions to problems associated with account administration, system navigation/functionality, access and FAQs.
- Assists with compiling and regularly maintaining a log of Frequently Asked Questions (FAQ) originating with all categories of users. Assists with providing and managing official answers to all FAQs and distributing same to all interested stakeholders.
- Contributes to the preparation of procedure manuals and documentation for help desk use.
- Makes recommendations for improvements to help desk and assists with creating reports based on information provided from user surveys and trend analyses.

Requirements & Skills 3

Job summary 4

We're seeking a Help Desk Analyst for a project to support our Technical Support team. The ideal candidate will have experience with front-line support, a passion for technology, and a drive for success. Our Help Desk Analyst must be proficient with Desktop support, Microsoft Windows, Active Directory, and Office 365; able to handle situations with accuracy and a sense of urgency; and possess exceptional customer service and communication skills.

Duties & Responsibilities 4

Provide technical support to employees in desktop and network support, data access, logins, telephone, cubicle assignment/set-up, computer application access and passwords on a daily basis
Triage incoming trouble tickets to appropriate group, when necessary
Provide expertise on desktop support issues
Monitor the Technical Support E-mail queue, answer phone queue calls, and follow up on voice mail ensuring a timely response to customers
Log every incoming problem ticket and document resolution
Provide acknowledgement and a proposed time of resolution within one hour of receipt of problem
- Resolve all issues in a timely manner while ensuring customers are updated on a continual basis
- Maintain physical inventory of company hardware, as well as assist in moves, changes and/or additions
- Monitor corporate systems and escalate to the appropriate support group when issues arise

Requirements & Skills 4

Job summary 5

In this mission we provide Tier 1 Help Desk Support. All support is provided via phone, and the help desk specialist will troubleshoot access issues such as password resets and VPN. The Help Desk Analyst will be responsible for logging all calls in the ticketing system and escalating issues to the next level when needed.

Duties & Responsibilities 5

Requirements & Skills 5

Requires high school diploma or equivalent and 1+ years of prior relevant experience.
Proven active listening skills that enables the ability to understand the customer interests and requests.
Working knowledge of Remedy and RemedyForce

Job summary 6

Reports directly to the Infrastructure/Service Desk Manager, as a Help Desk Analyst you will support and maintain user workstations, printers, wireless client devices, VPN, laptops, docking stations, monitors and other peripherals. Provide end-user support for all technology utilized by the company. Provide back up support for the company’s phone system, efax, telcom, servers and network operations.

Duties & Responsibilities 6

Requirements & Skills 6

Job summary 7

The Help Desk Analyst will be responsible for providing IT support for end-users across a variety of business and IT applications, as well as supporting various technologies throughout the company.

Duties & Responsibilities 7

End-User Technical Support: Provide support for inbound incidents and service requests via phone calls, email tickets, or hands-on personal assistance. Triage, troubleshoot, and resolve end-user requests. Work with escalation teams across the IT department to resolve more complex incidents. Document resolution of issues through ticketing software and authoring of knowledge base articles for future reference.
Software Support and Testing: Experience working with business applications and interacting with end-users. Daily activities will include working closely with IT Business Systems Analysts (BSA) and Application Development teams to investigate and resolve issues that arise in business software applications and systems. Ability to replicate errors, contact vendors to report issues or obtain system fixes, and test updates and enhancements.
- IT and System Security: Oversee user and system security for access to applications, systems, data, and buildings.
- Internal IT Projects: Take on project work either individually or team-based, as necessary resourcing/skillset dictates. Project work examples: setting up and administering new end-user software or reviewing raw data files and formatting them into reports or dashboards.
- Off-Hours Support: Required on-call rotation for off-hours support

Requirements & Skills 7

The preferred candidate will have completed a two-year technology-focused degree, but a four-year degree in Computer Science/Technology would be desirable
Two or more years of experience with IT Support/Help Desk is required. Equivalent combinations of training and related experience will be considered
Excellent customer support and communication skills
Logical problem-solving skills and a willingness to learn
Strong work ethic and can-do attitude
Professional demeanor and team player attitude
- Commitment to innovation and improvement
- Attention to detail
- Ability to multi-task and follow-up on requests

Job summary 8

We are seeking a full time Help Desk Analyst to support our Federal Government customer.

Duties & Responsibilities 8

Requirements & Skills 8

Experience using Microsoft Office tools
Windows Operating Systems
Strong customer service and strong communication skills (both written and verbal)
Excellent interpersonal skills, especially ability to listen and understand what is being described
- Working knowledge of the ServiceNow ticket system; creating, updating and closing tickets
- Experience with computer terms and customer service operations
- Associate’s Degree in Computer Science or related discipline or 3 + Years’ direct related experience as Help Desk Analyst

Job summary 9

The Help Desk Analyst role would respond to inquiries and requests for assistance across our devices, systems, and general infrastructure. The role would analyze and troubleshoot issues, resolving them with a customer focus to support our business goals. We are looking for someone who is extremely reliable with excellent communication and troubleshooting skills as well as comfortable working in both an IT and manufacturing environment.

Duties & Responsibilities 9

Working with Help Desk Lead, act as Queue Manager to assign tickets while supporting a growing user base.
Act on all PA help desk and operations related issues in person and remotely, providing support and advice to end users.
Setup, configure and deploy laptops for newly onboarded users.
Conform to policies, controls, & procedures across help desk function
- May have IT specialty like networking, compute, operating systems, cloud, etc.
- Comfortable working in a manufacturing environment
- Position requires being part of a rotating call schedule to support our 24X7 operations

Requirements & Skills 9

Bachelor's Degree and/or related certification preferred
Experience in a manufacturing environment preferred
Must have superior customer service skills and strong verbal / written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals with a professional demeanor
Ability to prioritize and escalate issues as needed to ensure exceptional customer service.
Experience with hardware replacement such as hard drives, memory, keyboards on laptops and desktops
- Working experience with replacing and/or upgrading an end user from one system to another
- Network experience supporting and maintaining LAN/WAN and wireless networks
- Experience with troubleshooting and maintaining routers, switches, firewalls, intrusion detection/ prevention, wireless, and other network devices

Job summary 10

We are lookig for a Help Desk Analyst.

Duties & Responsibilities 10

Provide tier 2 contact and problem resolution for all system requests escalated by the Tier 1 Help Desk team in an accurate and timely manner.
- Ability to quickly ramp up and understand the technical functionality, processes, and underpinnings of the applications.
- Ability to support PC and peripheral installation and troubleshooting on Macs, Linux and Windows machines; problem/incident recording, and problem resolution/escalation.
- Provide accurate and timely logging of issues and resolutions in the ticketing system.

Requirements & Skills 10

Bachelor’s Degree in computer science, or related field.
2-4 years of experience in software helpdesk/customer support.
Excellent communication skills to understand user issues and communicate issue resolutions.
- High attention to detail.
- Excellent time management.
- Quick aptitude for learning new software.

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