Description
The Help Desk Analyst provides phone-based technical support to end users for hardware, software, systems, and procedures. The role investigates and resolves user issues, performs diagnostic troubleshooting, creates and escalates Remedy tickets, resets or restores user IDs and passwords through RACF or Active Directory, coordinates repairs with service providers, maintains troubleshooting documentation, and delivers strong customer service. It requires at least one year of IT service desk or call center experience, ticketing software experience, Active Directory administration, and strong knowledge of Microsoft operating systems and Office 365.
