Information Technology Help Desk Analyst

Title: Help Desk Analyst 1

Location: - Wilmington, DE 19802 (Onsite)

Hire Type: Contract

Job Description:-

Hardware – Dell Laptops / desktops

Software – MS O365, Adobe Acrobat, ServiceNow

Customer service skills are very important.

Technical troubleshooting skills a must

Ability to communicate both oral and written.

Years of Relevant Experience: 1 to 3 years field experience

Job Summary:

Provide technical assistance, support, and advice to end users for hardware, software, and systems.

Provide hands-on technical assistance to business and technical users.

Investigate and resolve computer software and hardware problems of users.

Serve as a contact for level 1 support.

Serve as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

Determine whether problem is caused by hardware, software, or system.

Answer questions, applying knowledge of computer software, hardware, systems, and procedures.

Talk with technical and non-technical co-workers to research problem and find solution.

Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

Experienced with a variety of call-tracking software and systems.

Reads trade magazines and engages in independent study to maintain current industry knowledge.

Follow quality standards and displays strong customer service skills.

Ability to work in a team environment.

Complete assigned tasks.

Strong communication skills; both written and spoken

Required Skills

3 years' experience in help desk