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Help Desk Analyst

InfoCision Akron, OH

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Help Desk Analyst - Immediate, full-time position open!

Duties and Responsibilities:

This list is not comprehensive but meant to represent the most common or important duties of the position. Other duties may be required and/or assigned.

  • Respond to all requests for support services submitted via WEB, Email, and Phone and document the lifecycle of such requests within our call management software.
  • Conduct first level problem determination, research and resolve technical issues using documented procedures and available tools.
  • Provide daily updates to users on the status of all active support incidents.
  • Troubleshoot microcomputer problems over the telephone or through visits to individual workstations
  • Assist in the resolution of user and support issues to ensure positive impact on user satisfaction
  • Install and support specific software applications
  • Test new versions of software products
  • Provide accurate and creative solutions for user problems to ensure user productivity
  • Attend training sessions and learn additional software application packages as appropriate
  • Assist in training workshops, including setup and instruction when appropriate
  • Participate in team projects that enhance the quality and efficiency of help desk services
  • Communicate daily between multiple functional areas to coordinate account setups, password resets, name changes, and other routine maintenance
  • Perform minor hardware upgrades and repairs such as installing memory or batteries
  • Maintain exceptional and professional customer service with all employees that interact with analyst, either in person or on the phone

Minimum Requirements of All Applicants:

Associates or technical degree preferred but not required.

Experience in lieu of degree in applicable, relatable field may be considered.

Proven work history in the following is preferred:

  • Minimum 1 year of experience in a Help Desk and/or Customer Service role
  • Leadership with diverse teams of employees
  • Experience in coaching, communication, facilitation, and conflict resolution
  • Proven ability in motivating, developing, and influencing people as they work


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Akron, OH
44333 USA



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