Helpdesk Analyst

The Helpdesk Analyst provides first-point-of-contact to end users, resolving technical issues when possible, and triaging, prioritizing, and escalating unresolved helpdesk tickets in a timely manner. The Helpdesk Analyst performs those tasks with consistency and accuracy in a professional customer service-oriented manner. Effective communication across multiple channels including telephone, email, voicemail, chat, video conferencing, and in-person is required. The position requires both troubleshooting and technical skills to deliver high quality end user support. In addition, the Help Desk Analyst assists with analyzing and reporting of end user issues to the IT Team, participates in IT projects and initiatives, and provides ongoing training and guidance to end users.

JOB DUTIES

Performs Primary Help Desk functions including providing hardware and software support, escalating tickets, updating Help Desk status. Deliver first level support to all users of WMCMHS systems and IT services in a professional, customer focused manner. Document all incidents, service requests, troubleshooting steps, and resolutions within the Help Desk ticketing system in accordance with established procedures. Troubleshoot and resolve Tier 1 issues related to hardware, operating systems, applications, interfaces, in a multiplatform environment following documented procedures. Monitor, update, and manage help desk tickets to ensure timely resolution and compliance with service level expectations. Identify issues requiring escalation to other team members when necessary. Assist in maintaining technical documentation of department processes and procedures. Prepare and deploy new and replacement equipment, ensuring devices are properly configured, documented, and assigned to end users. Maintain accurate inventory records for IT assets including PCs, mobile devices, printers, accessories, and software licenses. Train new end users and provide ongoing learning labs.