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Help Desk Analyst
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Virginia 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.
$59,208 / year median in Virginia
-9% projected decline
Job Description
The Help Desk Analyst role is responsible for providing Level 2 technical assistance and support for incoming calls and issues related to computer systems, software, and hardware. In addition, the Help Desk Analyst role may require traveling to install and/or repair computer hardware and software. This is a full-time position with 10 Hour Shifts 7:30 to 6:00 pm 4 rotating days per week. On call every 4 weeks for 1 week and overtime as dictated by business needs. Strong analytical, written, and verbal skills are required to not only communicate effectively but allow the "the customer" to have a positive experience walking/working through the problem-solving process. Responsible for receiving and providing Level 2 technical support via telephone to both stores and field techs Document all required information within internal ticketing systems Recognize trends and offer suggestions for improvement Ensure issues are resolved and tickets are closed within SLA guidelines Provide a wide range of support to the entire organization Provide assistance installing network hardware and software and make needed upgrades and repairs