Help Desk Analyst

Job Title: Help Desk Analyst
Location: Houston, TX
Duration: 12 Month (Contract)
Job Description:
ESSENTIAL SKILLS REQUIRED:

• Acts as first line of communication and support for all software, hardware, and telephone related issues.
• Experience in troubleshooting computer / system issues or escalating to appropriate IT staff when necessary.
• Able to clearly communicate with customers to resolve issues efficiently.
• Monitor the ticketing system (Cherwell) to ensure tickets are addressed in a timely manner or assign to teams/users accordingly.
• Follow-up on open service requests previously assigned.
• Utilize available applications to provide remote support to end-users
• Keep the team informed of issues that may be impacting services/performance.
• Willing to learn and help with gathering information and maintaining inventory of equipment, etc.
• Familiarize oneself with regularly used applications such as Cisco Communications and related software / VPN programs / Active Directory / Windows OS / Microsoft Office products.
• Identify and create necessary documents for ways to improve services or processes
• Able to run reports as requested for performance, auditing, inventory etc
• Participate in IT Support projects including identifying technical requirements.
• General Knowledge of DHCP, DNS and Network Infrastructure

Performs other duties as required.

• Experience in multitasking in a fast paced environment
• Experience in providing excellent customer service orientation.
• Experience in effectively communicating verbally and in writing.
• Experience in selecting and providing appropriate information to others.
• Experience in acting as a spokesperson for the Service Desk.
• Experience in working as team member on group projects.
• Knowledge of the principles of determining the source of the problem while on the phone with customers in regard to desktop, network systems, or applications.
• Knowledge of basic research techniques and applications using Google or Bing.
• Knowledge of Microsoft applications software

SPECIFIC CERTIFICATION OR QUALIFICATIONS REQUIRED:

• High school diploma