Help Desk Analyst

STI; Little Rock (AR); On-site; USD 42,000 - 54,000; Full time

Job summary

STI in Little Rock, United States, is seeking a Help Desk/Support role to assist application users and manage customer issues. The position emphasizes strong communication, independent work, and teamwork within a responsive IT support team.

The role requires handling calls and emails, prioritizing problems, and using available resources to resolve issues. Candidates should be capable of following procedures, maintaining logs, and contributing to training and documentation.

Qualifications

• Strong written and spoken communication skills.
• Ability to work independently as well as in a team.
• Comfort handling pressure and meeting deadlines.

Responsibilities

• Role will answer telephones and emails and provide support to application users.
• Identify, evaluate and prioritize customer problems and services.
• Utilize all technical resources to solve customer problems.
• Escalate unresolved calls to appropriate support staff or service group.
• Adhere to defined Help Desk procedures and standards.
• Participate in on-going testing, training and departmental development.
• Maintain accurate records and call logs for management reporting.
• Instruct end users in the appropriate use of reference materials.
• Perform functional testing of the software as related to training materials and other responsibilities.
• Read and comprehend technical service manuals and publications.
• Detect and correct equipment errors.
• Prioritize and schedule own workload.
• Assist in coordination of changes, upgrades and new products.
• Manage and report time spent on all work activities.
• Complete assigned tasks.
• Follow quality standards.
• Communicate status updates clearly.
• Work effectively in a team environment.

Skills

Communication skills

Independence

Team collaboration

Stress tolerance

Job description

Role Description

• Answer telephones and emails and provide support to application users
• Identify, evaluate and prioritize customer problems and services.
• Utilize all technical resources to solve customer problems.
• Escalate unresolved calls to appropriate support staff or service group.
• Adhere to defined Help Desk procedures and standards.
• Participate in on-going testing, training and departmental development.
• Maintain accurate records and call logs for management reporting.
• As needed, instruct end users in the appropriate use of reference materials
• Performs functional testing of the software as related to preparation for training materials and other related responsibilities as required or assigned.
• Read and comprehend technical service manuals and publications.
• Detect and correct equipment errors.
• Prioritize and schedule own workload.
• Assist in coordination of changes, upgrades and new products.
• Manage and report time spent on all work activities.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.
• Ability to work independently as well as part of a team environment.
• Ability to work under pressure is an essential function of the job.
• Communicate accurate and useful status updates.
• Follow quality standards.
• Ability to work in a team environment

Working Relationships