IT Help Desk Analyst 1

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Job Description:

AboutWalbecGroup

The position:

Provide basic level end-user support for all business units within the Walbec Group. This includes documenting incident tickets within the service desk Application, initial triage and remediation of reported issues, and escalation to higher-level support as needed. This support can be delivered through various methods including telephone, chat, video, remote desktop access, and in-person assistance.

End User Support

• Responsible incident reporting through telephone calls, chat, email, or in person

• Responsible for creating incident tickets for each new incident reported to the service desk

• Perform initial triage and diagnostic troubleshooting to determine cause and remediate if possible

• Escalate incident tickets to support after initial triage has been completed and basic diagnostic information has been assembled and documented in the incident ticket

• Prioritize and schedule incident resolution with end users when required

• Provide support through end user education for the operation of technology including computers, printers, fax machines, smartphones, tablets, and video conferencing equipment

• Test and validate fixes for reported issues to ensure problem resolution

• Perform post resolution follow-ups to ensure end-user satisfaction

Hardware Support

• Utilizes various diagnostic tools to perform troubleshooting including: SysInternals Suite, Event Viewer, Resource Monitor, and Task Manager

• Access system, driver, and application updates through various resources including the internet

• Perform setup, configuration, and asset tagging of all End User Devices

• Perform preventative maintenance including checking and cleaning end user devices when needed and during the off-season period

• Maintain working knowledge of trends and best practices in regards to desktop and Laptop PC hardware and software

• Maintain list of hardware and software support contact information

Requirements:

• Associates Degree related to Information Technology

• 1 Year of experience in Similar role in place of Associate Degree

• Basic knowledge of Microsoft Windows desktop operating systems

• Basic knowledge of Microsoft Office Suite

• Basic knowledge of computer hardware and software

• Basic knowledge of networking design and terminology

We are an Equal Employment Opportunity (EEO) employer and it is our practice to provide equal employment opportunities to all qualified applicants. In addition, it is the policy of the Company to comply with applicable federal, state and local laws governing nondiscrimination in employment in each locality in which the Company has employees.

 

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