Help Desk Analyst
Tampa Bay FCU, Tampa, FL, United States
Help Desk Analyst
As the Help Desk Analyst, you will provide first-level technical support, troubleshooting hardware, software, and network issues for end-users. Logs all interactions in a ticketing system. Resolves simple problems (like password resets), and escalates complex tickets to Tier 2/3 support, while also setting up new accounts, installing software, maintaining IT equipment, and documenting solutions. Help Desk Analyst Responsibilities: Keep abreast of emerging technologies in computing systems and changes to credit union enterprise systems, services, infrastructure, and processes Assist in the development and implementation of new approaches, methods, procedures and enhancements to improve Help Desk performance and achieve optimal customer service standards Monitor events, reported incidents, and service requests related to IT systems, infrastructure, and application services Serve as the liaison between users and IT department assuring requests for service and reported incidents are appropriately captured, resolved, and triaged, including follow-up notification to the end-user Provide resolution to issues as appropriate for support personnel and develop technical documentation and knowledge base information that enhances support or customer self-help resolution capabilities for recurring situations Recognize, identify, isolate, resolve, and document problems with information system products and services Diagnose, troubleshoot, configure and repair customer desktop/tablet/mobile device issues Perform day-to-day operational responsibilities of the Help Desk as appropriate Help Desk Analyst Experience: Two to Five years previous experience in technical support or technical customer service Help Desk Analyst Education/Certifications/Licenses: A High school diploma or equivalent Relevant certifications (CompTIA A+, Network+) preferred Help Desk Analyst Schedule: Monday through Friday (8:30am 5:30pm) Great Benefits Package!
As the Help Desk Analyst, you will provide first-level technical support, troubleshooting hardware, software, and network issues for end-users. Logs all interactions in a ticketing system. Resolves simple problems (like password resets), and escalates complex tickets to Tier 2/3 support, while also setting up new accounts, installing software, maintaining IT equipment, and documenting solutions. Help Desk Analyst Responsibilities: Keep abreast of emerging technologies in computing systems and changes to credit union enterprise systems, services, infrastructure, and processes Assist in the development and implementation of new approaches, methods, procedures and enhancements to improve Help Desk performance and achieve optimal customer service standards Monitor events, reported incidents, and service requests related to IT systems, infrastructure, and application services Serve as the liaison between users and IT department assuring requests for service and reported incidents are appropriately captured, resolved, and triaged, including follow-up notification to the end-user Provide resolution to issues as appropriate for support personnel and develop technical documentation and knowledge base information that enhances support or customer self-help resolution capabilities for recurring situations Recognize, identify, isolate, resolve, and document problems with information system products and services Diagnose, troubleshoot, configure and repair customer desktop/tablet/mobile device issues Perform day-to-day operational responsibilities of the Help Desk as appropriate Help Desk Analyst Experience: Two to Five years previous experience in technical support or technical customer service Help Desk Analyst Education/Certifications/Licenses: A High school diploma or equivalent Relevant certifications (CompTIA A+, Network+) preferred Help Desk Analyst Schedule: Monday through Friday (8:30am 5:30pm) Great Benefits Package!