Senior Help Desk Analyst
About The Position
The Senior Help Desk Analyst serves as a key member of the IT Service Desk team under the general direction of the IT Support Supervisor. This role functions as the primary point of contact for all IT incidents and service requests across the organization The analyst provides first‑line technical support, ensuring timely issue resolution, meeting service level expectations, and maintaining a strong focus on customer satisfaction and consistent service delivery. The position supports customers with hardware, software, peripherals, and account‑related issues of varying complexity. Work includes phone‑based support, workstation setup and maintenance, software installation, troubleshooting, and contributing to documentation and knowledgebase resources. A strong emphasis is placed on customer service, communication, prioritization, and accuracy.
Requirements
- Proficiency with Microsoft Windows 11 and common desktop operating environments.
- Strong working knowledge of Microsoft Office applications (Excel, Outlook, Teams, Word, PowerPoint) and Adobe Acrobat.
- Ability to clearly explain technical concepts to both technical and non‑technical users.
- Excellent written and verbal communication skills.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Ability to prioritize and multitask in a fast‑paced environment.
- Strong customer service orientation and professionalism.
- Effective organizational skills and attention to detail.
- Experience developing user and support documentation.
- Understanding of ITIL Incident Management practices.
- Ability to identify trends and contribute to Major Incident awareness.
- Knowledge of Knowledge Management principles within a service desk environment.
- Ability to participate in larger technical initiatives, including system integrations and help desk platform enhancements.
Nice To Haves
- Experience with ITSM/ticketing systems (e.g., Cherwell).
- Experience writing technical and user documentation.
- 2–5 years of experience imaging and deploying PCs.
Responsibilities
- Respond promptly to technical assistance inquiries via phone, in person, or electronically.
- Diagnose and resolve hardware, software, and peripheral issues (PCs, printers, copiers, scanners).
- Provide user training and education as needed.
- Research solutions using knowledgebase tools and the service desk system.
- Follow standard service desk procedures and accurately document all requests and resolutions.
- Maintain hardware/software inventory accuracy.
- Prioritize and escalate urgent issues appropriately.
- Stay current on system updates, changes, and organizational IT standards.
- Communicate effectively with end users, team members, and vendors as required.
- Configure, install, and upgrade computer hardware and software.
- Install, configure, and maintain peripheral devices.
- Perform equipment moves, asset lifecycle activities, and surplus outdated equipment.
- Assist with developing and maintaining communication templates and procedures.
- Contribute to the creation and upkeep of the service desk system and knowledgebase articles.
- Support the development and refinement of standard operating procedures and escalation guidelines.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Senior
Education Level
No Education Listed
