Help Desk Analyst

STI; Salem (OR); On-site; USD 40,000 - 60,000; Full time

Job summary

A technology service company is seeking a skilled support technician to provide level 1 user support for hardware and software issues. The role involves troubleshooting technical problems, documenting processes, and liaising with users to ensure effective resolution. The ideal candidate will have experience in user support and excellent communication skills, crucial for delivering high-quality technical assistance. This position is based in Salem, Oregon.

Qualifications

• Experience providing level 1 support for hardware and software issues.
• Ability to analyze and document troubleshooting steps.
• Good communication skills to liaise with users and team members.

Responsibilities

• Provide level 1 and occasional level 2 user support for end-user technology.
• Respond quickly to user or technology issues and deliver effective support.
• Document issue details and troubleshooting steps thoroughly.

Skills

User support

Technical troubleshooting

Communication skills

Job description

• Provides level 1 and occasional level 2 user support for end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to support efficient and effective business functions.
• Receives and responds quickly to user or technology issues (e.g. user or team member reported technology problems, concerns, questions, requests) to deliver responsive technical support and communication.
• Requests additional information to ensure that problems are fully understood and that customers feel heard.
• Analyzes issues and, if possible, resolves matters immediately to meet customer needs.
• Thoroughly document issue details, troubleshooting steps are taken, and resolution is taken to build a technical support knowledge base, support reporting metrics, and allow issue follow-up.
• Independently manages workload and shares anticipated resolution timelines when additional work is required to ensure that issue follow-up occurs and that customers are informed.
• Identify likely next steps for resolution and route issues to appropriate team members when escalation (e.g., level 2 or 3 support, complaints) or transfer is required to facilitate seamless support transition.
• Contact hardware, software, and service vendors for troubleshooting, support, or warranty requests to address issues.
• Assists with technical training to ensure that agency staff are prepared for changes and can use tools effectively.
• Provides subject matter expertise, serving as a willing source of knowledge and a change champion.