Help Desk Analyst

Help Desk Analyst First National Bankers Bank - 3.4 Birmingham, AL Job Details Full-time 9 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Vision insurance 401(k) matching Qualifications Phone communication Equipment troubleshooting Microsoft Exchange Mid-level Windows Software installation Analysis skills Computer hardware Hardware support Customer support ticket management Software documentation Escalation handling Active Directory management Mobile devices Client interaction via phone calls

Full Job Description Benefits:

401(k) 401(k) matching Company parties Competitive salary Dental insurance Health insurance Paid time off Parental leave Vision insurance

SUMMARY:

The Help Desk Analyst's role is to offer first-level support and technical assistance to end-users who are using hardware, software, or other computer systems. This includes receiving, prioritizing, resolving and documenting end-user requests in a timely manner. Support may be in person and hands-on, or may require remote access systems be used.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following: Serve as the first point of contact for technical assistance to end-users via phone, email, and ticketing system. Troubleshoot, diagnose, and resolve hardware and software issues both in-person and remotely in a timely and courteous manner. Image desktops and laptops to be deployed to end-users. Setup and configure other hardware such as printers, scanners, cameras, iPhone/iPad, etc. Work with Microsoft operating systems and tools such as Active Directory, Exchange, and Windows permissions. Must have a strong security focused approach. Assist with special projects and security initiatives. Redirect unresolved issues to the next level of support when necessary. Follow-up to make sure issues have been completely resolved. Maintain technical documentation of software installation practices, hardware and software configurations, and problem troubleshooting. Must be able to communicate clearly and effectively, adapt to change, and have strong problem solving and analytical skills.