IT Help Desk Analyst

Hogan Transportation•Saint Louis, MO

About The Position

Hogan Transportation is a full-service transportation company operating throughout North America. The IT Help Desk Analyst provides technical assistance to local and remote computer users, responding in person, by telephone, or electronically. The role supports users with computer hardware and software, including printing, installation, word processing, email, and operating systems. The analyst works under specific supervision, follows detailed instructions, and applies technical principles to individual tasks and milestones. The analyst handles complex and high-priority problems, maintains and configures computer systems and equipment, supports users, and follows strict IT security policies. The position includes participation in an after-hours on-call rotation to support night and weekend crews.

Requirements

High school diploma required.
Practical work experience in a professional setting required.
Ability to work independently and take initiative.
Strong customer service orientation.
Good verbal and written communication skills.
Proficiency with Microsoft operating systems and PC hardware.

Nice To Haves

Associate's or bachelor's degree in a technical field preferred.

Responsibilities

Resolve more complex and/or high-priority problems.
Develop training materials and procedures.
Oversee the daily performance of computer systems.
Answer user inquiries about computer software or hardware operation and resolve problems.
Enter commands and observe system functioning to verify correct operations and detect errors.
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, and appropriate software.
Install and perform minor repairs to hardware, software, or peripheral equipment according to design or installation specifications.
Train users on software or hardware functionality, as applicable.
Update Help Desk tickets with activity updates and close tickets with resolutions upon completion.
Participate in an after-hours on-call rotation to support night and weekend crews.
Read technical manuals, consult users, or conduct computer diagnostics to investigate and resolve problems and provide technical support.
Evaluate software or hardware and recommend improvements or upgrades.
Maintain knowledge of hardware and software through trade magazines, technical manuals, and conferences or seminars.
Inspect equipment and read order sheets to prepare equipment for delivery to users.
Modify and customize commercial programs for internal needs.
Configure systems and setups, including hardware and software.
Follow strict IT security policies.
Conduct in-depth research and troubleshooting to resolve technical issues.
Perform other duties as assigned.