Help Desk Analyst I

Position Title:

Help Desk Analyst I

Shift:

Job Description:

• Responsible for deploying software for a user and able to work in conjunction with the Software Delivery team to plan and troubleshoot deployments.
• Resolves tier 1 and tier 2 escalations by working the more complex and time consuming issues and begin root cause determination.  
• Acts a process escalation point to expedite aged tickets.  
• Responsible for mentoring and assisting other technicians with calls.  
• Assists in choosing the best in class tools for future use.  
• Diagnoses and quickly determines customer(s) issue. Initiates global front-end messages.  
• Performs application trouble shooting, identifies errors, trends and recurring issues.  
• Engages in solutions of RC and documents current and correct policies and procedures.  
• Maintains knowledge documentation and ensures that it is installed correctly.  
• Requires an BA/BS degree in Information Technology, Computer Science or related field of study and a minimum of 3 years relevant experience; or any combination of education and experience