Helpdesk Support Analyst

Bennett Thrasher, currently ranked among the largest accounting and advisory firms in the U.S., is a premier provider of professional technology/consulting services, assurance/audit, and tax services to businesses in a variety of industries. Consistently named one of the Best Accounting Firms to Work for in the US by Accounting Today, Bennett Thrasher offers the expertise and opportunities of a large accounting/consulting firm, while also providing a commitment to a people-centric culture and a family-like work atmosphere.

We work hard to help our clients solve challenges, but we also believe in taking time for what matters and offer benefits for you that reflect this mindset. As a Helpdesk Support Analyst you will ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. You will help resolve issues via diagnostic tracking tools and provide hands-on help at the desktop level.

Responsibilities

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  
  
  

Qualifications

• 1 years of relevant experience.
• Strong knowledge of Active Directory and M365 administration.
• Professional-level knowledge of Windows 10 or 11 Enterprise.
• Experience with ticket applications.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills, both written and verbal.
• Ability to work independently and as part of a team.