Help Desk Analyst

Location: Knoxville, Tennessee

Job Type: Contract (One Year or More with Potential Extensions)

Eligibility: Must be a US citizen and local candidate

Job Description:

We are seeking a Help Desk Support Analyst to join our team in Knoxville, Tennessee. The Help Desk Specialist will provide IT call center-level support to offices and employees worldwide.

Job Duties:

• Provide first-level troubleshooting for hardware, software, and operating system issues.
• Document user problems using an online problem management system, including opening, updating status, and closing problem tickets.
• Respond to telephone calls, emails, and problem tickets for technical support requests.
• Track and monitor issues to ensure timely resolutions.
• Resolve PC software configuration problems and remotely install software products and/or approved patches.
• Troubleshoot computer problems, perform hardware and software diagnostics, and coordinate necessary repairs.
• Resolve computer system problems, including coordination between users, product line specialists, and enterprise infrastructure support staff.
• Diagnose, isolate, and analyze problems using historical database records.
• Monitor the problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.
• Escalate unresolved issues to the next level of support.

Basic Qualifications:

• Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology disciplines, or six years of relevant experience in lieu of a degree.
• 1 or more years of experience in troubleshooting applications or network-related issues.
• 1 or more years of experience with ticket tracking tools such as Heat, Remedy, and Service Now.
• 1 or more years of experience providing customer service.

Additional Qualifications:

• Ability to participate in shift rotation, including occasional evenings and regularly scheduled weekends.
• Hands-on experience with Microsoft Windows operating systems.
• Experience with techniques and methods for troubleshooting end-user problems, including setup and support of software and hardware.
• Excellent communication and customer support skills.
• Understanding of client-server and networking principles.
• Ability to obtain MCDST or equivalent within 12 months.
• Knowledge of ITIL/ITSM concepts.