What are the responsibilities and job description for the Help Desk Analyst 1 position at BizTek People, Inc. | APA International Placement Consultants?
Overview:
Helpdesk Technician - Hands on computer technical support
for our internal users. Provide technical assistance to computer users. Answer questions and resolve computer
problems for users in person, via telephone and electronically. Provide assistance concerning the use of
computer hardware and software, including printing, installation, word
processing, electronic mail, and operating systems.
Coordinate and work with third party support vendors in
providing assistance to computer users for a variety of technical issues
including networking, end user computer hardware, communications and
applications. Create incident tickets
and change request tickets within a ticket management tool, monitor ticket
queues and escalation of tickets beyond SLA’s.
Job Responsibilities:
· Oversee the daily performance of computer
systems and applications.
· Answer user inquiries regarding computer
software or hardware operation to resolve problems.
· Monitor ticket queues, assign tickets to
appropriate internal and external support staff, escalate tickets outside of
SLA’s until resolved.
· Set up equipment
for employee use, performing or ensuring proper installation of cables,
operating systems, or appropriate software.
· Install and perform minor repairs to hardware,
software, or peripheral equipment, following design or installation
specifications.
· 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.
· Refer major hardware or software problems or
defective products to third party support vendors for service.
· Develop training materials and procedures, or
train users in the proper use of hardware or software.
· Confer with staff, users, and management to
establish requirements for new systems or modifications.
Preferred Qualifications
• 2 years experience performing as Helpdesk
Technician with hands on knowledge in resolving issues with Outlook, MS Office,
Win 10, Active Directory, COTS applications.