IT Help Desk Analyst

HIRING AN IT HELP DESK ANALYST I IN HOUSTON

ACCOUNTABILITY

The Help Desk Analyst I is responsible for providing both remote and deskside technical support to users in an efficient and accurate manner. Help Desk is the front line and responsible for solving basic technical problems. The Help Desk’s objective is to quickly identify a customer’s issue and resolve basic desktop issues with that user.

ESSENTIAL CHARACTERISTICS

• Maintain a satisfactory relationship with the members of the firm, the firm’s clients and all Partners.
• Maintain a mature, thoughtful, professional and pleasant manner at all times.

ESSENTIAL FUNCTIONS

• Provide first level contact, determine and evaluate user needs thoroughly and convey resolutions to user issues.
• Properly escalate unresolved trouble issues to the next level of support.
• Track, route and redirect problems to correct resources.
• Update and follow-up on trouble issues in a timely manner.
• Walk employees through problem solving process and/or provide help.
• Follow up with users, provide feedback and see problems through to resolution.
• Advise and assist users of computer hardware and software changes and/or plans; recommend procedure modifications or improvements.
• Perform computer support/maintenance to include but not limited to setup computers for new employees, install software & updates, and troubleshoot and repair computer problems.
• Assist in the development of manuals and other training aids as needed.
• Consistently review and suggest revising processes and procedures based on changing technology to the Houston main office.
• Ensure proper recording, documentation, and closure of all trouble issues; assist in maintaining all firm-wide IT inventory; assist in maintaining setup procedures documentation for the I.T. Department.
• Work thoroughly and maintain communications with the headquarters Houston main office IT department.
• Be involved in any corporate moves, expansions, renovations, or relocations as they relate to technology and information services.
• Orientate all new branch office employees on computers, software, and or office standards.
• Troubleshoot on an as needed basis: copiers, printers, fax machines, phones, plotter, and video conferencing equipment.
• Travel to main office and all branch offices, possibly frequently, to provide onsite support and problem solving.
• Maintain confidential information and effectively interact with various levels.
• Maintains flexibility and be able to work overtime as needed.
• Attend in-house trainings and department meetings as needed.
• Perform additional assignments as requested/needed.

EDUCATION AND EXPERIENCE

• High School Diploma/GED

KNOWLEDGE, SKILLS, AND ABILITIES

• Familiarity with basic networking concepts.
• Working knowledge of user administration and bug fixing in a client server environment.
• Practical knowledge in installing and configuring operating systems, networked and local printers, and business applications.
• Troubleshooting and problem-solving.
• Ability to explain technical information clearly.
• Ability to prioritize and multitask efficiently.
• Ability to learn new software and hardware.
• Ability to perform diagnostic tests.
• Ability to create case notes and error logs.
• Ability to identify potential process improvements.
• Familiar with using Microsoft Office Suite (e.g., Outlook, Excel, Word) or related software.
• Familiar with using office equipment (e.g., computer, copier, etc.).
• Professional telephone, verbal and written communication skills.
• Able to work well under pressure and in a fast-paced environment.
• Strong organizational and customer service skills.
• Able to prioritize workload, perform under time constrains and multi-task.

WORK ENVIRONMENT

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Physical Requirements

While performing the duties of this position, the employee is regularly required to:

• Talk/Hear: The person in this position frequently communicates with clients and team members regarding project information. Must be able to exchange accurate information in these situations.
• Use hands/fingers to handle or feel objects, tools or controls: Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
• Stand or Sit: Must be able to remain in a stationary position 50% of the time.
• Move: The person in this position needs to occasionally move about inside the office to access office machinery, project information, etc.
• See/ Visual Acuity: Must have close vision, distance vision and the ability to focus to perform an activity, such as preparing and analyzing data and figures; viewing a computer terminal; extensive reading at distances close to the eyes.
• Must be able to lift to 50 pounds at times.

Working Conditions

Subject to inside environmental conditions: protection from weather conditions but not necessarily from temperature changes. The worker is not substantially exposed to adverse environmental conditions (such as in a typical office environment.) The noise level in the work environment is usually low to moderate.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. This job description may be revised upon development of other duties and changes in responsibilities.