Help Desk & Support Analyst

PURPOSE

Under the supervision of the Network/ Systems Engineer, the Desktop/Help Desk Support Analyst will contribute to the support of breast and colorectal cancer research and the management of clinical trials by providing a single point of contact for end-users to receive network account and desktop workstation support.

ESSENTIAL FUNCTIONS

Laptop Deployment/Maintenance

• Install, change and/or repair issues related to company laptops.
• Troubleshoot issues related to company laptops or installed software.
• Install or assist information technology staff in the deployment of company laptops, following industry best practice and corporate standards.
• Refer in-warranty hardware problems to authorized service personnel for update or repair.
• Install software packages using approved corporate deployment methods.
• Design and maintain deployment rings and deployment policies using industry best practice and corporate standards.

Help Desk Analyst

• Respond to and remediate helpdesk tickets.
• Document all issues using approved corporate helpdesk ticketing system.
• Create and maintain knowledge base articles for end-users.
• Create and maintain knowledge base articles for information technology staff.
• Provide technical assistance and training to end-users where necessary.
• Provide answers to end-user inquiries concerning system operation.
• Recommend or perform remedial actions necessary to correct problems based on knowledge of system operation.

Administrative Tasks

• Monitoring of network security software. Open and remediate and/or escalate tickets for issues out-of-scope for tier one support.
• Monitoring of cloud-based services. Open and remediate and/or escalate tickets for issues out-of-scope for tier one support.
• Monitoring of software updates. Open and remediate and/or escalate tickets for issues out-of-scope for tier one support.
• Provide tier one support for the phone system. Open and troubleshoot/remediate issues/outages and/or escalate such tickets that are out-of-scope for tier one support including telecom software updates. Place telecom orders; oversee installations.
• Website administrative tasks - user accounts, permissions, site changes.

OTHER RESPONSIBILITIES

• Maintains professional knowledge by reviewing professional publications, attending professional meetings, and establishing personal networks.
• Understands the policies, procedures, regulations, and practices necessary to conduct the normal function of this position.
• Maintains confidentiality and performs duties in a responsible and ethical manner.
• Performs additional duties as may be assigned.

EXPERIENCE/SKILLS

• An associate's degree, bachelor’s degree or technical degree equivalent in the field of information systems is required.
• Strong troubleshooting skills.
• Beginning or intermediate knowledge and experience in Microsoft environments.
• Beginning or intermediate knowledge of and/or experience using and creating Power Shell scripts.
• Beginning or intermediate knowledge of and/or experience in Linux server environments.
• A team player with strong communication and writing skills.
• Experience in the creation of and review of technical documentation, specifically in quality control (QC) and quality assurance (QA).
• Ability to communicate at all levels of the business.