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System Analytics Inc.

Provider of innovative technology solutions

System Analytics Inc.

Provider of innovative technology solutions

Help Desk Analyst

 

Position Description:  Provides phone support to users and applications and works with Help Desk to receive and resolve user issues.

 

Key Responsibilities:  With minimal supervision provides phone support to receive and resolve user technical issues.  Supports implementation of enhancements to improve the performance and/or functionality of the help desk.

· Analyze and troubleshoot technical issues impacting fingerprint scanners, printers, cameras, and associated workstations.

· Identify possible system anomalies and reporting/escalating to management or support teams for resolution.

· Coordinate troubleshooting among multiple internal and external stakeholders.

· Provide phone support users.

· Coordinate with other help desks to receive and resolve user issues.

· Provide trouble call response within 15 minutes of receipt, 90% of the time.

· Refer problems not related to the core application to related Help Desk,  development, and network support groups.

· Use Remedy for logging and tracking all trouble reports, and producing statistical data to reflect help desk use.  

· Develop weekly status reports

· Assist the Help Desk Lead in implementing enhancements to improve the performance and / or functionality of the Help Desk.

 

Necessary Skills/ Qualifications/ Experience: 

· Effective communication skills

· Ability to work with others

· Ability to plan and manage workload

· 2+ years of help desk environment work experience.

 

Desirable Qualification:  Client interfacing experience

Shift Hours:  5-day workweek, Tuesday – Saturday 1P – 9P. Some holiday work as well (either on an overtime or compensatory time basis).  On-call approximately 1 night every 8 days.

 

US Citizenship Required