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Service Desk Analyst
Career Insights for Help Desk Technician / Analyst
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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
Service Desk Analyst at Arora Engineers Service Desk Analyst at Arora Engineers in West Chester, Pennsylvania Posted in about 15 hours ago.
Type:
full-time
Overall Responsibility :
Responsible for network technical support, customer service, user support, software and hardware maintenance, toward the goal of maximizing the use of information technology in support of Company objectives.
Essential Functions:
Installs and maintains PC's, printers, and various IT hardware and software. Provides helpdesk support for hardware/software and network-related issues. Manage network user access permissions. Researches and resolves user-related issues. Accesses and maintains help desk ticketing system to log trouble tickets and resolution of same. Keeps knowledge of IT technology current.
Secondary Functions:
Related duties as assigned
Needed Skills:
Intermediate knowledge of Windows 10/11 Professional, Windows Server 2016/19/22, mobile devices, and other tech products. Proven experience as a help desk technician or other customer support role. Administrative experience with Windows Servers, Active Directory, DNS, DHCP, group policy, Windows Security, TCP/IP, switches, routers, and firewalls. Experience with ManageEngine support modules. Ability to quickly master new software. Ability to meet tight deadlines. Excellent verbal, written, and interpersonal communication skills with the ability to communicate well to team members, management, and clients who are at different business and technical knowledge levels. Ability to take direction. Ability to multi-task. Ability to prioritize tasks. Detail and safety-oriented. Excellent written and spoken English. Ability to create and maintain productive relationships with employees, clients, and vendors. Ability to sit and stand for extended periods of time. Ability to lift and move equipment as necessary.
Education/Experience Minimum:
Education or experience equivalent to an Associates' Degree in Information Technology, and/or 2-3 years of related experience, working in a group environment to maintain small to medium-sized networks. IT certifications (CompTIA, A+, Network+) or equivalent, is a plus. Ability to drive and maintain a safe driving record. Valid state driver's license (any in US). In possession of appropriate paperwork to gain and maintain employment in the US.
Equipment, Physical Activity, Physical, Visual Acuity Requirements :
See attached
ADA Job Requirement Supplemental Checklist Work Environment Descriptions:
See attached ADA job Requirement Supplemental Checklist