SERVICE DESK ANALYST I

Natchitoches Regional Medical Center • Natchitoches, LA

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About The Position

The Service Desk Analyst I is responsible for providing technical assistance and support to clients with problems related to hardware, software, and networking. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, printers and mobile devices by identifying issues and analyzing them. Technician receive trouble tickets raised by users through emails, telephones or in-person, as they are the single point-of-contact for the IT department. Monitor and respond quickly and effectively to requests received.

Requirements

• Bachelor's degree or combined equivalent hands-on experience with at least 1-year IT system/application background required.
• Ability to diagnose and resolve basic computer/technical skills
• Excellent communication skills
• Keen attention to detail, memory of patterns, and interest in problem-solving.
• Great problem solving/troubleshooting, follow through and documentation skills required.
• Patience, strong customer service and interpersonal skills
• Ability to teach and learn new skills.

Nice To Haves

• CompTIA A+ strongly preferred
• Microsoft Office experience strongly preferred
• Previous service desk, desktop technician and customer service experience preferred

Responsibilities

• Test and assess issues
• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
• Document internal procedures
• Document user requests and also update client trouble tickets with the current status of the issue
• Ask educated questions and listen to team members to determine root cause of issues
• Run diagnostic tests to resolve problems
• Train incoming staff
• Report significant and recurring issues to the tier-2 support team
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to team members to ease in troubleshooting.

What This Job Offers

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