IT Help Desk Analyst

PALMER COLLEGE FOUNDATION; Davenport (IA); On-site; USD 42,000 - 65,000; Full time

Job summary

Palmer College of Chiropractic is seeking an IT Help Desk Analyst in Davenport, IA. This role supports college hardware, software, and classroom AV equipment, handling tickets via multiple channels and providing user training.

You will work with the College Technical Support team and report to the Lead Helpdesk Analyst. Qualifications include an associate degree in a related field and at least 2 years of helpdesk experience.

Qualifications

• Associate degree required in Computer Science, Microcomputer Applications or related field.
• Minimum of 2 years of providing technical support in a helpdesk or desktop support environment.
• Ability to train users and document solutions clearly.

Responsibilities

• Maintain, analyze and repair hardware and software systems.
• Respond to support requests via email, phone, remote access and in person trainings.
• Troubleshoot and escalate complex issues when needed.
• Set up and configure new systems and applications; assist with upgrades.
• Coordinate user training and assistance requests for programs.

Skills

Help desk support

Hardware troubleshooting

Software troubleshooting

AV equipment management

User training

Documentation

Communication

Time management

Remote support

Education

Associate degree in Computer Science or related field

Tools

Remote access

Help desk software

PC maintenance logging

Job description

Palmer College of Chiropractic is looking for an IT Help Desk Analyst!The Help Desk Analyst is a member of the College Technical support team. This position is responsible for resolving computer hardware and software services issues as well as managing classroom audio-visual (AV) equipment for the College. Additionally, this position is responsible for providing expertise, training, coordination and support of all academic technologies including, but not limited to, student and faculty laptop computers, student and faculty software and College AV equipment.ORGANIZATIONAL RELATIONSHIPSResponsible to the Lead Helpdesk Analyst with support responsibility to all other departments and college personnel as necessary.SPECIFIC DUTIES AND RESPONSIBILITIESMaintain, analyze and repair hardware and software systems.Responsible for daily help desk functions, addressing all incoming support requests via email, phone, remote access and in person trainings.Troubleshoot and problem solve key issues and escalate complex issues only when no resolution is identified.Set up and configure new systems, new applications and assist in the management of all the College’s current application upgrades.Coordinates activities in support of user training and assistance requests for all programs.Trains users in learning new College provided applications and assists in problem-solving for applications issues.Maintains records, logs and reports of assistance.Maintains network and PC preventive maintenance logging efforts to ensure network and data integrity.Tests new software applications and recommends purchases where required.Update the Knowledge Base with solutions as appropriate.Perform other duties as assigned.KNOWLEDGE, SKILLS, AND ABILITIESAbility to receive, express and determine accuracy of detailed information that is transmitted visually and verbally;Ability to perform multiple assigned duties with time pressures and frequent interruptions;Ability to communicate effectively in writing and orally to read, receive, express and determine accuracy of detailed information;Ability to work independently and autonomously and concentrate for extended periods of time;Ability to extensively, frequently and competently use computers, related application software programs, other necessary IT equipment and general office equipment, using the computer screen to read pertinent information on the screen while also adjusting to distance and depth perception;Ability to analyze and resolve difficult problems; andAbility to work various hours, including weekends and evenings as job requires.EDUCATION AND EXPERIENCEAssociates degree in Computer Science, Microcomputer Applications or related field; Minimum of 2 years of providing technical support in a helpdesk or desktop support environment, or an equivalent combination of experience.PHYSICAL REQUIREMENTS AND WORK ENVIRONMENTPerform sedentary to light work in a ventilated, lighted and temperaturecontrolled office setting.Frequent need to stand, stoop, walk, sit, lift light objects (up to 25 pounds) and perform other similar actions during the workday.Repetitive movement of hands and fingers, typing and/or writing.Lift and carry a minimum of 25 pounds.