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Overland Sheepskin
Seasonal Helpdesk Analyst
Career Insights for Help Desk Technician / Analyst
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Based on Iowa data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$51,436 / year median in Iowa
-17% projected decline
Job Description
Job Summary We are looking for a customer service-oriented Help Desk analyst to provide technical support to users efficiently and accurately. You will be a member of the company's front line support team, and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company. Responsibilities Provide first-level contact and convey resolutions to customer issues Properly escalate unresolved queries to the next level of support Track, route and redirect problems to correct resources Walk customers through problem solving process Follow up with customers, provide feedback, and see problems through to resolution Utilize excellent customer service skills and exceed customers' expectations Participate in after-hours/weekend on-call rotation Ensure proper recording, documentation, and closure Recommended procedure modifications or improvements Skills Proven working experience in providing help desk support preferred Working knowledge of help desk software and remote control Strong client-facing and communication skills Advanced troubleshooting and multi-tasking skills Customer service orientation attitude