Help Desk Analyst

PURPOSE

The Computer Systems Analyst is responsible for supporting the organization’s technology infrastructure and ensuring the optimal performance of its systems. This crucial role is expected to provide in-depth troubleshooting of workstation hardware and software. This position handles set-up and deployment of end-user computer systems, as well as continuous monitoring and improvement of system performance. General activities include user requirements analysis, software and hardware evaluation, user training and support, and documentation of call logs. The Computer Systems Analyst serves as a key liaison between the technical team and business stakeholders, ensuring that technology solutions align with organizational goals and enhance overall operational efficiency.

POSITION DESCRIPTION

The candidate must be a highly motivated, detailed, results-driven individual who works collaboratively with the staff of all levels throughout the organization. This person should be a creative team player who can manage multiple priorities and cooperatively and enthusiastically switch between responsibilities at a moment’s notice. Will partner with various internal departments throughout the facility to understand and fulfill the organization’s material and service requirements.

COMPETENCIES

• Customer Service-oriented
• Strong Communicator
• Analytical Thinking
• Team Player
• Attention to Detail
• Adaptability/Flexibility
• Dependability
• High Level of Integrity

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides excellent customer service to users seeking help with a variety of technology issues that include: Desktop hardware support , Enterprise application support , Enterprise mobile device troubleshooting and support, User setup, transfers or deactivations, and iPads/iPhones
• Represents the IT Team as the users’ first point of contact with the IT Department Helpdesk via phone, email, messages or Microsoft Teams.
• Logs Helpdesk tickets, resolves tickets within established acceptable timeframes as set by Supervisor and escalate tickets to Supervisor as needed.
• Verifies hardware and software inventories, logs newly received items, records all distributed hardware on time, and notifies Supervisor when inventory levels are under certain thresholds.
• Builds new laptops or desktops for new hires and deploys on time, follows up with new hires and assists with any IT related questions or challenges.
• Visits users’ cubes and offices to resolve IT related tickets as needed.
• Plans work and determine priorities and time estimates. Provides documentation advising Supervisor of work progress and problems.
• Communicates with users to maintain a high level of user satisfaction. Will help provide support to users and peers in operating computers, other hardware, and enterprise software applications.
• Supports various telecommunication systems throughout the Convention Center’s back-office conference rooms.
• Sets up user accounts, makes modifications and enhancements to computers, and helps users optimize corporate approved software.
• Adds or removes components as necessary for better performance of computers and software applications.
• Writes and creates documentation if needed to help users with recurring daily challenges.
• Facilitates vendor-led maintenance and service calls for copiers and printers.
• Facilitates the collection, packing and organization of legacy hardware for recycling and donation.
• Stays abreast of current hardware and technology trends.
• Assists in the evaluation and research of technology solutions the company is pursuing.
• Participates in daily IT scrum meetings by providing progress updates and discussing user issues.
• Other duties may be assigned.

SUPERVISORY

None.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

An Associate’s degree (A.A.) in computer science, computer engineering, information technology or related field and at least 3 years’ experience providing technical support for computers, mobile devices, network devices, and printers, using remote desktop connectivity applications and Mobile Device Management services, customer support training, and Microsoft Office Products (365, Teams, Exchange, Visio, Operating System versions 10 and 11) or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, employees, and subcontractors.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

CompTIA A+ Certification is preferred.

PHYSICAL DEMANDS

While performing the duties of this job the employee is regularly required to remain in an office at a computer workstation and access information from a computer. The employee is required to be mobile to, from, and within the SDCCC Administrative offices and may be required to leave the area and maneuver throughout the facility. The employee must occasionally move up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles. The employee is occasionally exposed to moving mechanical parts and outside weather conditions. The noise level in the work environment is usually moderate. Assigned work for this position may be on different show floors including lobby areas, front driveway, escalators, exhibit halls, mezzanine level, and upper-level meeting rooms, freight elevators, or passenger elevators.