Help Desk Analyst I

Position Summary:

• Provides level one and some level two hardware, software, and user account support to all company locations and personnel.
• Answers phone calls, enters requests and problem details into help desk problem management software, follows through and provides resolution information.
• Ensures timely resolution of problems and requests in effort to minimize service interruptions. Performs some hardware and software installations for mainframe/PC/LAN/LAPTOP equipment.
• Participates in team projects that enhance the quality of service provided by the Technology Help Desk.

Knowledge and Job Requirements:

• Requires a high school diploma or equivalent with a related college degree preferred.
• Requires at least one year experience as a business support user.
• Education/training in computer troubleshooting preferred.
• Previous customer service experience and insurance knowledge preferred.
• Submit, update, and track all problems via Help Desk management software. Assigns them to responsible department if further resolution is required.
• Able to assist in the installation, move and setup of PC and mainframe equipment. Performs fundamental LAN administration.

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