Help Desk Analyst
San Diego, CA 92121
JOB #: 19011301-SDIT
The Help Desk Analyst is responsible for effective processing of inbound network trouble requests; these may come in via telephone, email or walkup. This individual should be able to recognize urgency and deal with the requests appropriately. This individual ensures that Desktop/Laptop hardware, operating systems, software systems, and related procedures adhere to organizational values.
This individual is accountable for providing 1st level support for the following systems: basic Network functions, Client workstations, wireless networks, cellular phones, cellular internet access, VPN connectivity and remote access.
Help Desk Support and Requirements:
Answer all incoming requests regardless of origin in a time sensitive manner, act on these requests based on priority
Image Desktops, Laptops, Tablets via Altiris
Contribute to and maintain system standards
Research and recommend innovative, and where possible automated approaches for Help Desk tasks. Identify approaches that leverage our resources and provide economies of scale.
Provide 1st level support including troubleshooting and diagnostics to our internal customers
Work assigned support tickets
Escalate calls/tickets in a timely manner to the Technical Lead/IT Manager
Complete scheduled and unscheduled tasks as assigned by the Technical Lead/IT Manager
Meet defined SLAs
Perform other job-related duties and work on special projects as required.
Maintain a positive attitude and portray that in every encounter.
Maintenance – Under Supervision:
• Maintain operational, configuration, or other procedures. • Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
• 1 to 2 years Help Desk experience.
• Interpret and/or discuss information with others, which involves terminology or concepts not familiar to many people; regularly provide advice and recommend actions involving rather complex issues.
Working Conditions /Physical Effort:
75% of the day seated, 25% of the day walking
Ability to carry 25lbs
No regular travel required
• 1 to 2 Years of Help Desk experience