Help Desk Analyst

The Desktop Support Technician will provide hardware and software support. The candidate will serve as a point of contact for various desktop and network support issues. Tasks include first-line response to hardware and software issues, assisting in the evaluation of new desktop equipment and peripherals, assisting in the evaluation of new desktop applications, installation of hardware, and deployment of new desktop hardware and software.
The position requires excellent customer service. Troubleshooting and problem-solving skills with desktops, laptops, printers, and other network devices is a must. In addition, the candidate must be able to work independently and as part of a team, and communicate effectively.
Essential functions:
⁃ Provide excellent customer support and address customer issues to resolve them in a timely and efficient manner.
⁃ Help Desk personnel shall have knowledge of help desk functions, including:
⁃ Master Columbia Association Support Request system and utilize it to track and update help desk tickets.
⁃ Provide end-user support for troubleshooting & repair of office systems: backups, restores, power supplies, OS upgrade/repair, e-mail, system & file access, VoIP, software installs/repairs, and other topics related to the task of keeping the facility users productive.

• Working with the Information Technology team, compose and disseminate

corporate-wide IT communications and end-user documentation. Maintain
and update corporate-wide IT end-user documentation.
- Must have an openness to learning new technologies
Additional responsibilities:

• Using Google Apps script, create and maintain custom enhanced features

within various Google Apps for multi-divisional automated programs.

• Effectively assist as a technical resource with all general support and infrastructure problems and projects.
• Interact with team members in the development of new service programs and in the efficient provision of services currently offered.
• Perform helpdesk duties including Call Center responsibilities & trouble ticket completion. Qualifications and skills:
  ⁃ 1-5 years of experience in an IT support environment.
  ⁃ Degree from an accredited college or university in a related field, or equivalent years of specialized technical experience and/or technical training.
  - Experience providing technical customer support on the phone, online, and in person.
  ⁃ Must have experience in supporting Windows operating systems. Audio/visual maintenance and support is desired. Familiarity with MACs and Google Apps is a plus.
  ⁃ Possess knowledge and expertise in Microsoft Products - including Server and desktop.
  ⁃ Possess demonstrated knowledge and expertise in resolving issues relating to network connectivity, hardware, software, and end-user problems for all facilities’ Local Area Networks (LANs), printers, and periphera
  - Must be able to work independently and as part of a team providing timely, high-quality services.
  - Must have a strong drive to provide excellent customer service with an awareness of
  prioritization of tasks, stakeholders, and time.
  ⁃ Must have a good driving record and pass Columbia Association’s defensive driving course.
  ⁃ Desired but not required certifications include:

Microsoft Certified Desktop Support Technician (MCDST), Computer Technology Industry Association Certification (A+), CompTIA PC and Network Technician (A+ and Net+), Helpdesk Institute (Customer Service Representative Certification), Microsoft Technology Associate (MTA).