Help Desk Analyst

GENERAL RESPONSIBILITIES

Help Desk Analysts are responsible for answering telephone calls to the centralized Help Desk and documenting the call. This position serves as the initial contact for all calls, determines the severity of the issue and assigns the issue to the correct department for whom resolution of the issue would fall. Additionally, this position assists with account lockouts, password resets and disabling accounts for terminated workers and may assist with other functions within Distributed Systems. This position reports to the Operation IT Manager in Distributed Systems.

EDUCATION AND EXPERIENCE

Associate or higher degree in computer science or related field preferred. Work experience may substitute for education unless specified under special requirements. A minimum of three years in information technology/technical support field with work experience related to the specific position unless specified under special requirements.

Special Requirements: A+ and MCP certifications preferred.