Job Description

Title: Help Desk Analyst

Responsibilities:

• Field incoming help requests from end users via telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Must have knowledge and experience:

• Dell and/or VMware product knowledge
• Incident response experience
• Background in security space
• Be able to travel to client’s location, when needed on short notice

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