Help Desk Analyst - ConsultNet

Tier I Help Desk Analyst (MS 365 / Incident Response & Problem Management)
Long-Term Contract
100% Remote / Anywhere US (EST hours)

Job Description:

Summary:
The primary function of a Help Desk Analyst is to provide technical assistance to computer system end users. We are looking for a highly capable Help Desk Analyst to assess and optimize the performance of our end-user IT systems and software. You will be analyzing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel.

Job Responsibilities:

• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity.
• May install software or perform hardware testing remotely.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain records of daily data communication transactions, problems, and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Various project assignments related to the release of new software and applications.
• End User Problem Management.
• Assist with the creation and curation of End User Knowledge Articles.
• Collaborate with other IT Operations personnel, including the Operations Center and Desktop Support Teams.
• Be a Team Player.

Required Qualifications:

• Associate's degree in a computer-related field or equivalent training and/or experience required.
• Verbal and written communication skills, problem-solving skills, customer service, and interpersonal skills.
• Basic ability to work independently and manage one's time.
• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software, and internet directory services software.
• Exceptional analytical and problem-solving skills.
• In-depth knowledge of MS 365 Applications including but not limited to: MS Teams, Outlook, Word, Excel, PowerPoint.

Additional Qualifications:

• Experience using Digital Experience Monitoring (DEM) solutions to assist in resolving end user issues.
• Experience in data analysis, correlation, and metrics, preferably using MS PowerBI.
• Experience using Genesys Call Center software.