HelpDesk Analyst

Position Details

Job Title: HelpDesk Analyst

Location: Des Moines, IA

Duration: 12 Months

Project Description

• The Help Desk Support (HDS) resource provides technical assistance support over the phone and advice to end users for hardware, software and systems.

Short Description

• Perform all roles of a Help Desk Support technician to create a ticket or provide immediate assistance for their issues over the phone. A majority of the calls (75%) are password resets, helping to get access to systems or setting an account. Any other issues would be escalated to the Help Desk for support.

Complete Description

• This role is focused on help desk phone support, primarily with system access issues and password support. The ideal candidate must have excellent customer service and communications skills.

Candidate must be able to

• handle difficult situations with clients and turn them into a win for the service desk team
• initiate trouble tickets from a service desk system
• answer how-to questions and resolve issues related to system access and password creation/reset
• maintain a positive outlook, be professional, and provide excellent customer service
• Greater detail outlined in the skills matrix.
• At least 3 years of relevant experience working in a technical IT call center environment.

HDS2

1 to 3 years field experience and preferred education of 2 year associates degree or equivalent technical study.

1 to 3 years field experience and preferred education of 2 year associates degree or equivalent technical study.

All your information will be kept confidential according to EEO guidelines.