Help Desk Analyst

Integra Connect Careers • Fairlawn, OH

8d • $60,000 - $68,000 • Hybrid

About The Position

The Help Desk Analyst is responsible for working with end users (employees or contractors) to triage and escalate IT-related issues or requests. This role is the front-line support for IT, solving end-user issues and escalating work to other groups for more in-depth troubleshooting.

Requirements

• 2-3 years of Help Desk experience or other customer supporting responsibilities.
• BS/BA in IT, CS, or similar field.
• Knowledge of Microsoft applications (i.e. Office, email).
• Solid understanding of computer systems, mobile devices, and other end-user technologies.
• Ability to diagnose and resolve basic technical issues with limited to no assistance.
• Strong communication skills.
• Customer oriented.
• Ability to work in a fast-paced environment.

Responsibilities

• Provide technical support for end users (employees, contractors, and sometimes customers) as it relates to corporate IT solutions and equipment.
• Provide technical support primarily over the phone, remote access or email.
• Triage issues and solve or escalate them as needed to other team members.
• Solicit approvals for access requests.
• Create and maintain training materials and how-to documents as knowledge base articles in the ITSM.
• Maintain Help Desk coverage and ensure others are available in their absence.
• On call rotation for weekend support; currently once every 2-3 months.

Benefits

• Medical/Dental/Vision Insurance beginning the 1st of the month following your date of hire
• Paid Time Off
• 401k with employer match
• Paid Holidays and Floating Holiday

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level