Help Desk Analyst

The Help Desk Analyst supports end users by handling system and service requests, documenting issues, and coordinating resolutions in a system-critical environment.

Responsibilities

• Receive and triage all incoming support calls; log requests for service, system issues, and resolutions in the Helpdesk database.
• Act as the primary point of contact for system-related end-user questions and issues.
• Respond to end-user service requests involving software, hardware, and network issues, including:
• Resetting user passwords.
• Granting user access privileges.
• Provide assistance with daily computer operations tasks.
• Support activities in a system critical role.
• Maintain 24/7 coverage, including holidays, weekends, and inclement weather.
• Work an assigned shift schedule, generally aligned to specific shift coverage.
• May be required to work alone after hours and on weekends based on assigned shift or critical need.

Requirements

• High school diploma required.
• Associate degree in Information Technology, Computer Science, or equivalent experience preferred.
• CompTIA A+, CompTIA Security+, CompTIA Network+, or CCNA preferred.
• Current enrollment in an information technology curriculum considered.
• Minimum of 1 year of experience in a customer service, help desk, or data center environment preferred.
• General computer and systems knowledge required.
• Experience with service desk systems, Windows, Microsoft Office tools, virtual computing, and/or enterprise environments preferred.

Technologies

• Helpdesk database
• CompTIA A+
• CompTIA Security+
• CompTIA Network+
• CCNA
• Windows
• Microsoft Office
• Virtual computing

Location: Pinehurst, NC (onsite)

Experience level: Minimum 1 year