Help Desk Analyst

Essential Functions

·  Provides support for users of Eclipse and ARS, (Enterprise wide distribution software) in accordance with the Standard Operating Procedures (SOP) and guidance provided by the Manager of Training & User Support.

·  Logs all incoming calls into “Track-itâ€� software by starting a Work Order and describing the problems.  Updates the WO status and documents the resolution in a timely manner.

·  Prepares recommendations to effectively utilize ARS and Eclipse System resources under defined guideline

·  Confers with team to analyze current SOPs, relaying problems, and learns specific requirements

·  Reviews computer system capabilities, workflow, and scheduling limitations to determine if requested program or program change is possible within existing system.

·  Runs analysis to test ARS and Eclipse systems on ability to meet current and projected needs.

·  Assists in upgrades to system and corrects errors to maintain system after implementation.

·  May assist programmer in resolution of work problems related to project specifications or programming.

·  Continues to evaluate incoming problems for system flaws and effectiveness

·  Will back-up the IT Help desk when necessary including LAN setup and workstation configuration, AS400 support, as well as Outlook server Maintenance

·  Works a flexible schedule that includes variable start and stop times and on-call responsibilities.

·  Other duties as assigned Qualifications

4+ years of experience in the field or in a related area Excellent oral and written communication skillsStrong analytical skillsAbility to multi-taskProven ability to work in team environmentProven ability to make good decisionsFamiliar with a variety of the field's concepts, practices, and procedures

Proficient with MS Office Products and network environment

EOE - AA