Help Desk Analyst

American Society of Radiologic Technologists • Albuquerque, NM

1d

About The Position

The American Society of Radiologic Technologists is seeking an IT help desk analyst. Exceptional customer service is important in this role while assisting staff members with inquiries. This includes acting as Tier 1 support or “first responder” in receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution requires the use of help request tracking tools and hands-on assistance, either in-person or virtually. Activities may also include installing, diagnosing, repairing, maintaining, and upgrading end-user hardware, software and peripheral equipment while ensuring optimal computer performance.

Requirements

• Courteous and professional manner.
• Customer service oriented.
• Multitasker.
• Ability to work in a fast-paced environment.

Nice To Haves

• Preferred degree in a computer-related field, but candidates with experience in lieu of a degree will be considered.

Responsibilities

• Perform hands-on fixes for staff computers, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Manage test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to help desk requests.
• Field incoming help requests from end users via ticket system.
• Access software updates, drivers, knowledge bases, and independently conduct research on Internet to aid in problem resolution and apply diagnostic utilities to assist in troubleshooting when necessary.
• Document the help desk request problem-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Setup, configure, and maintain computer workstations, mobile devices and peripherals; install and configure corporate software for staff.
• Perform preventative maintenance on all end-user devices as required.
• Prioritize and schedule problem resolution.
• Escalate problems (when required) to the appropriately experienced IT staff member and collaborate as needed.
• Participate with IT operations team and assist with larger projects including system maintenance, application deployments, upgrades or other initiatives as needed.
• Manage and monitor internal assets to ensure accurate inventory records.

Benefits

• 100% employer-paid premiums for medical, dental, vision, life insurance, short- and long-term disability, and identity theft protection for employees
• Generous 401(k) plan with company match
• Vacation, sick time and holiday pay
• Community volunteer paid time off
• Tuition reimbursement and opportunity for professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed