Help Desk Technical Analyst

Posted on Feb 08

The Department

This role will troubleshoot and manage the technology troubleshooting needs of our customers within the established Service Level Agreements (SLA)s. The ideal candidate has experience working on a Tier 1 help/service desk environment.

Your Role

- Reviews ticketing and monitoring dashboards for timely assignment of tickets
- Checks, validates and updates ticket documentation (contact, ticket fields, etc.)
- Quickly and accurately prioritizes incidents and promotes proper Incident Management
- Troubleshoots, escalates, and/or resolves tickets within defined SLAs with cutting edge technology
- Leverages remote support tools to resolve support requests using cloud technology
- Identifies solutions for hardware, software and network issues
- Assists with special projects to continue career growth and expanding skillset
- Other duties as required


- Bachelor’s degree with an accredited college in Information Technology, Computer Science or related field, preferred

- One (1) or more years of experience supporting the Microsoft operating system environment and suite of products (Outlook, Word, Excel, PowerPoint, etc.), and web/networked computing environments (Windows Server and Desktop, MS Office 365, Exchange On Premise, Active Directory), required
- Prior experience with help desk processes and procedures as well as ticketing systems and IT Service Management tools, preferred

- Active Directory, Windows Server and Desktop experience required
- MS Office 365, Exchange experience preferred

- Bi-lingual in Spanish, preferred

Other Knowledge, Skills & Abilities
- Ability to troubleshoot issues, identify solutions, and appropriately escalate issues
- Strong professionalism, analytical and problem-solving skills; ability to remain calm under pressure and work in a fast-paced environment
- Strong communication excellence (both verbal and written)

Keywords: Service Desk, Help Desk, IT Service Management, Tier 2, Tier Two, Level two, Level One, Tier 1, Tier One, Level 1, Active Directory, AD, Exchange, Outlook, Excel, Microsoft Office, Remote Support, Escalation, Network, Systems Administration, Systems Admin, Desktop Support, Windows, Help Desk Administrator, IT Support, Technical Support, Technical Support Analyst