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Help Desk Support Analyst
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Pennsylvania 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.
$53,796 / year median in Pennsylvania
-11% projected decline
Job Description
- Utilize a help desk platform for tracking and documenting issues and change requests.
- Log, troubleshoot, and resolve support calls and provide outstanding customer service for both initial calls and escalated issues.
- Monitor and escalate, as required, all service requests to meet agreed upon service levels.
- Communicate directly with customers by phone and email to provide status updates and estimates on services requests.
- Act as a technical liaison to third party hardware and software vendors.
- Maintain a professional and courteous manner and maintain the highest standards of professional behavior.
- Provide onsite and remote technical support for Windows/Mac laptops, desktops, peripherals, and common desktop applications such as Microsoft Office.
- Front line troubleshooting of remote access to corporate networks.
- Front line troubleshooting of end-user network issues including access to file/print shares, network application servers including email, and the Internet and escalate when necessary.
- Create and update documentation on processes and procedures.
- Complete daily, weekly and monthly health checks on multiple systems.
- Provide onsite and remote technical support for customers.
REQUIREMENTS
- Must have reliable transportation.
- Must be able to provide occasional after hours and weekend support
- Must have the ability to work independently and identify/organize tasks and priorities with limited outside assistance besides appropriate escalation support.
- Must have a minimum of two years' experience in a technical support environment (or equivalent) and be able to provide professional references.