Help Desk Analyst II

LERETA; Pomona (CA); On-site; USD 28,000 - 35,000; Full time

Job summary

LERETA is seeking a Help Desk Analyst II to provide first and second-level support for computer hardware and software in Pomona, CA. You will log and manage tickets, respond to user inquiries, and escalate when necessary.

The role requires 2 years of help desk or technical phone support, solid knowledge of Windows OS and MS Office, and familiarity with Active Directory. On-site work with opportunities to improve IT operations.

Qualifications

• 2 years' experience in Help Desk or technical phone support.
• Basic knowledge of PC hardware and software, various Windows operating systems, Microsoft desktop publishing and customized packages.
• Proficiency in Microsoft Office Outlook, PowerPoint, Excel, Access, and Word
• Proficient in Active Directory
• Knowledge of virtual environments
• High School Diploma or equivalent
• Ability to type 35+ wpm.

Responsibilities

• Receives and logs telephone calls and emails from users reporting issues with hardware, software, network activity or other computer-related issues.
• Responds to customer issues, assists with resolution, tracks issues to completion, and escalates when necessary.
• Collects and compiles statistics and specifications to facilitate troubleshooting.
• Monitors systems and provides updates to groups if issues arise.
• Performs basic system administrative functions per security procedures.
• Contacts vendors for support under maintenance agreements.
• Prepares reports related to Help Desk activity for management review.
• Assists with testing and training on new software and hardware.
• Remains aware of new technology to evaluate and resolve user issues.
• Installs new systems, peripherals, hardware, and software as needed.
• Adheres to corporate information security guidelines.
• Promotes information security among coworkers.

Skills

Help desk experience

Customer service

Problem solving

Education

High School Diploma or equivalent

Tools

Microsoft Office Suite

Active Directory

Windows OS

Virtual environments

Job description

The bHelp Desk Analyst IIb provides first and second-level support for computer hardware and software. The role is responsible for creating and completing Help Desk tickets and managing priorities.

Help Desk

• Receives and logs telephone calls and emails from computer users who are reporting issues with hardware, software, network activity or other computer-related issues.
• Responds to customer issues/questions, assists with resolving issues, tracks issues to completion to ensure satisfactory resolution and ensures escalation when necessary.
• Collects and compiles statistics and specifications from users and vendors as requested by WAN and LAN administrators to facilitate troubleshooting.
• Monitors systems and provides updates to appropriate groups if there are issues.
• Performs basic system administrative functions as assigned, in accordance with company security procedures.
• Contacts vendors for support under special maintenance agreements and to resolve various issues.
• Prepares reports related to Help Desk activity for management’s review to assist in identifying training issues, staffing issues, to identify trends indicative of potential issues and to ensure that procedures governing Help Desk activity are current and effective.
• Assists with testing and training on new software and hardware that will be supported by the Help Desk
• Remains aware and familiar of new technology to effectively evaluate and resolve user issues.
• Install new systems, peripherals, hardware, and software as needed.
• Adheres to corporate information security guidelines.
• Promotes information security and the protection of automated corporate assets among co-workers by encouraging safe computing and adherence to company information security guidelines.

This position will perform other duties as assigned based on the needs of the department.

Required Education and Experience

• Must have 2-years’ experience with Help Desk and/or technical phone support experience.
• Must have basic knowledge of PC hardware and software, various Windows operating systems, Microsoft desktop publishing and customized packages.
• Proficiency in Microsoft® Office Outlook, PowerPoint, Excel, Access, and Word
• Proficient in Active Directory
• Knowledge of virtual environments
• High School Diploma or equivalent
• Ability to type 35+ wpm.

Salary range: $20.61 - $25.76