Help Desk Analyst

Summary:

The Helpdesk Analyst’s role is to support and maintain in-house computer systems, desktops and peripherals. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment while insuring optimal workstation performance. This person will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

Responsibilities:

• Work with end users to identify and deliver required PC service levels.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• Accurately document instances of hardware failure, repair, installation, and removal.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
• Provides all necessary IT support for Century Aluminum plant operations 
• Configure systems to ensure their smooth and reliable operation for fulfilling business objectives and processes.
• Create and maintain documentation as it relates to all assigned areas of responsibility.
• Ensure network connectivity of all servers, workstations and other network appliances.
• Recommends upgrades, patches, and hotfixes. Applies and installs approved upgrades, patches and hotfixes. 

Requirements:

Background 

Minimum

Preferred

Education

High School

Bachelors

Technical

 Experience

1+ years

3+ years

Management 

None

None

Manufacturing 

None

3+ years

Training /

 Certifications

None

A+

Other Preferred

• Experience interviewing end-users for insight on functionality, interface, problems, and/or usability issues

• Hands-on experience developing test cases and test plans.

•  Flexible and adaptable in regards to learning and understanding new technologies

• Ability to conduct research into software-related issues and products

• Proficiency in troubleshooting and resolving pc issues.

Competencies

Communication

Level 2 - Ability to deliver oral and written communications that make an impact.

Teamwork and 

Collaboration

Level 1 – Ability to work cooperatively with others on a team and to deal with conflicts, confrontations, and disagreements in a positive manner, which minimizes personal impact.

Managing 

Performance

Level 1 – Ability to respond positively to guidance and criticism, and welcome growth opportunities.

Strategic Thinking

Level 2 – Ability to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies.

Business Acumen

Level 1 – Demonstrates basic knowledge of implications of individual impact to profitability.

Service Oriented

Ability to demonstrate significant skill and desire for satisfying internal customers.

Other Important Items

Scope of Role:

The descriptions contained herein are intended to describe the general nature and level of work being performed by people assigned to this role. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel in this classification. Other duties or responsibilities may be added at management’s sole discretion.­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­ Moreover, this description excludes the marginal functions of the position that are incidental to the performance of the fundamental job duties. Employees are expected to follow any job-related instructions and to perform any other job-related duties requested by the supervisor.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. In accordance with the Company's ADA Policy, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates at times in a manufacturing plant environment. This role routinely will be required to walk up and down stairs, observe through vision and hearing, and may be exposed to heat, cold, and loud noises intermittently.

This job also operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually moderate.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is frequently required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, color vision, peripheral vision, and the ability to adjust focus. 

At Will Status:

This document does not create an employment contract, implied or otherwise. Employees in this position are employed “at will.”

EEO/ Affirmative Action: 

The Company is committed to providing equal employment opportunity for all applicants and employees. The Company will not discriminate against any employee or applicant on the basis of race; color; sex (including sexual orientation and/or gender identity); marital status; pregnancy, childbirth, or related medical conditions; creed; religion; national origin; citizenship status; ethnicity; age; disability; genetic information; HIV/AIDS status; veteran or service member status; or any other category protected by federal, state or local law. It is the Company’s policy not to request any employees genetic information or to make any employment decision based on genetic information. 

The Company is committed to advancing the principles of equal employment opportunity through its affirmative action plan which it maintains in accordance with all legal requirements in order to provide equal employment and advancement opportunities to all employees and applicants for employment with the Company regardless of their race, color, gender, disability, and veteran status.