IT Help Desk Analyst - Greenville, NC

The Help Desk Analyst is responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to questions, runs diagnostic programs, isolates problems, determines and implements solutions.

Essential Functions:

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Respond to queries either in person or over the phone
  • Accurately document procedures and access privileges
  • Document Help Desk procedures
  • Train computer users
  • Maintain daily performance of computer systems
  • Respond to email messages for users seeking help
  • Ask questions to determine nature of problem
  • Walk user through problem-solving process
  • Install, modify, and repair computer hardware and software
  • Image and deploy workstations
  • Run diagnostic programs to resolve problems
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Virtual Private Networks (VPN), and other systems
  • Install computer peripherals for users
  • Follow up with users to ensure issue has been resolved
  • Gain feedback from users about computer usage and shares information with the Network Manager
  • Run reports to determine malfunctions that continue to occur

Basic Qualifications:

  • Requires an Associate degree in information technology and 1 or more years of experience, or 5 years of experience within Information Technology with a specific focus on Help Desk or IT support
  • Excellent diagnostic and problem-solving skills, along with good interpersonal skills
  • Professional manner and show respect toward end users
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • Certifications showing proficiency in the field (MCSA, A+, Net+, CCNA) preferred
  • Experience supporting Microsoft Office 365, as well as Windows 10 desktop/laptop PCs is preferred
  • Strong knowledge of Windows based Desktop Operating Systems
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • Highly developed verbal and written communications
  • Problem solving, strategic planning, multi-tasking
  • Ability to perform with minimal supervision

Physical Demands:

  • This position requires manual dexterity, as well as bending, stooping or standing as necessary. The position requires occasional lifting, carrying and/or moving of equipment up to 50 lbs.

Employment contingent upon a successful drug/alcohol screening.

* This job description is not meant to be all-inclusive and is subject to change.