What are the responsibilities and job description for the IT Helpdesk Analyst position at Elevance Systems Inc?
Key Responsibilities
- Incident Management: Respond to, diagnose, and troubleshoot IT incidents, providing direct resolution or escalating complex issues to higher-level support.
- Request Fulfillment: Handle service requests, including password resets, software installations, and user account management (onboarding/offboarding).
- Documentation & Reporting:
- Log and update all support tickets in a tracking system, ensuring all information is accurate and detailed.
Communication: Act as the key liaison between end-users and the IT department, providing regular updates on ticket status.
System Maintenance: Monitor system performance and perform routine maintenance to prevent outages
Required Skills and Qualifications
- Technical Knowledge: Understanding of operating systems (Windows/macOS), hardware devices, network troubleshooting, and software applications.
- Customer Service: Strong communication skills with empathy and patience to assist users.
- Problem-Solving: Strong troubleshooting skills to identify root causes.
- Technical Documentation: Experience with ITSM tools (e.g., ServiceNow, Jira).
- Education: A degree or diploma in computer science or a related IT field is often preferred, along with relevant experience.