Enterprise Help Desk Analyst

*Help Desk Support Needed for the Northwest's Favorite Company*

Multiple shifts, 24/7 coverage required!

JOB SUMMARY AND MISSION:

Acting as a first point of contact within the Enterprise Help Desk for information systems user problems. Responds to routine hardware/software problems and/or questions related to POS (Point of Sale) and end user support including field LAN/WAN offices and client plants globally.

SUMMARY OF KEY RESPONSIBILITIES:

- Assists in identifying trends in continuing hardware, software or systems problems.
- Documents user problems, resolution, and new solutions for future reference using EHD tools and resources.
- Maintains regular and consistent attendance and punctuality.
- Performs first-level core troubleshooting on hardware/software systems problems.
- Answers questions, provides technical solutions, and follows up to assist users in solving their information systems problems in a continuous user-support environment.
- Refers user problems to management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution.

SUMMARY OF EXPERIENCE:

- Help desk or customer support environment supporting various hardware, software and personal computer tools: 1 year
- Problem management and knowledge base tools: 1 year
- Retail Point of Sale systems and or computing systems: 1 year
- Ability to communicate clearly and concisely, both orally and in writing
- Ability to handle multiple tasks
- Ability to work in a fast-paced and changing environment
- Ability to work as part of a team
- Ability to deliver customer service to users with various levels of computer knowledge
- Ability to work with users of various levels of computer knowledge
- Strong technical aptitude and troubleshooting skills