HelpDesk Analyst - Entry Level

Asphalt Materials Inc. – Help Desk Analyst

The Help Desk Analyst serves as the first level of support for the Heritage Group Network Team.  The Heritage Group Help Desk provides comprehensive hardware, software and application support for the Heritage Group of companies. Our primary goals are consistent availability to our user community and resolution of issues on first contact with the end user. This position requires the applicant to be available to work 7AM-5PM Monday through Friday. 

**Please note – this is an entry level/Tier 1 support position**

Help Desk Analyst responsibilities:

 

·  Microsoft Office Suite troubleshooting and support

·  Extensive telephone and email contact with end users

·  Assist users with password and network account issues

·  Basic hardware (desktop/laptop) troubleshooting and warranty calls

·  Printer installation, configuration and support

·  Log and track calls in a help desk call database (KBOX Help Desk)

·  Wireless/DSL/cable modem support and basic troubleshooting

·  Develop documentation and FAQs for end users and IT support personnel to utilize in problem resolution

·  Perform hands-on hardware and software support at the desktop level

·  Utilize software and driver updates, online knowledge bases, frequently asked questions and Google resources to assist in problem resolution



Requirements:

 Must be an advanced to expert user of Microsoft Office products, Demonstrated proficiency with common business applications, Microsoft Windows 2000/XP operating system environments Strong desire to learn and initiative to resolve problems independently.  The applicant should be a strong self-motivator requiring minimal oversight.Excellent organizational skills and ability to handle multiple tasks/projects.Excellent interpersonal skills and ability to work with customers in a friendly, polite and professional manner.Ability to maintain composure with various levels of users during critical timesHigh school diploma required; Associate’s Degree preferred; 2 years experience in a Help Desk environment preferred

 If interested in applying for this position, send a resume via email to HD@thgrp.com .  Please insert your resume in the body of the email and place “Help Desk Analyst” in the subject line. Resumes submitted as attachments will not be considered for this position