Help Desk Analyst
About The Position
The Help Desk Analyst will perform Tier I level support for end users, addressing system issues via email, phone, and ticket responses. This role involves tracking issues to resolution, determining root cause analysis, and providing daily help desk services such as password resets and application entry for ProjectWise/Adobe systems. The analyst will also conduct daily user management monitoring and maintenance, triage and prioritize incoming tasks, and escalate issues as needed by coordinating with OIT and/or the document administrator. Additionally, the position requires assisting users who need access to supported systems, researching user questions, troubleshooting complex application systems, and investigating system problems to identify causes like hardware, software, user error, or training needs. The role emphasizes providing outstanding customer service, problem-solving, and effective interaction with technical and non-technical staff across all organizational levels, while maintaining knowledge of relevant technologies and ensuring adherence to user access protocols.
Requirements
- Customer Service Proficient (4-6 Years)
- Communication skills both verbal and written
- Microsoft Office Professional Proficient (4-6 Years)
- MicrosoftOffice Proficient (4-6 Years)
Nice To Haves
- Hardware/software experience
- Experience with ProjectWise/Adobe systems
- Experience with document management systems
- Experience with OIT coordination
Responsibilities
- Perform Tier I level (first contact: emails, first ticket response, answering calls, etc.) of end user support regarding system issues and tracking to resolution and determining root cause analysis.
- Provide daily help desk services (password reset, application entry, routine service tasks) regarding the support of projectwise/adobe systems for user operations.
- Perform daily user management monitoring and maintenance activities.
- Take ownership of issues and requests by triaging, prioritizing, and assigning tasks to ensure timely resolution and escalate depending on need by coordinating/communicating with OIT and/or document administrator.
- Assist system users who do not understand how to obtain access to supported systems.
- Research user questions and issues to effectively prioritize and escalate as required.
- Troubleshoot system issues and workflow requirements of complex application systems.
- Assist in the recommended user system access modifications to meet the needs of end users.
- Investigate system problems to determine cause (i.e., hardware, software, user error, lack of training, need for clarity in program guidance, etc.) and use reasoning to resolve issues with provided guidance.
- Select the most appropriate plan of action to resolve end user needs.
- Provide outstanding customer service and problem solving skills.
- Effectively interact with technical and non-technical staff at all organizational levels.
- Demonstrate ability to work successfully with a diverse group of customers.
- Understand business functions related to the supported applications.
- Maintain a current knowledge of relevant technologies as assigned.
- Assist in the creation/deletion of document management system users that need access to role based projects.
- Assist with associated system role based access.
- Ensure user access protocols are adhered to and the user has access to appropriate systems.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
