Help Desk Analyst at MRM//McCann (Salt Lake City, UT)

Help Desk Analyst

MRM // McCann is seeking a Help Desk Analyst. 

Position Summary : 

Assist in maintenance of computer desktop environment by analyzing requirements; planning and implementing desktop rollout projects; installing hardware and software solutions. Provide technical support and guidance to end-users.

Key Accountabilities:

Creates, develops, and executes call center reports; analyzes call volume and statistics

Resolves issues by researching documentation; troubleshooting hardware, software, or feature problems; guides clients through corrective steps; escalates problems to second level; tracks status of problems and solutions.

Establishes service by walking callers through new installations and configurations.

Maintains help desk database by entering caller statistics, inquiries, and responses. Avoids legal challenges by monitoring compliance with service agreements.

Improves help desk results by recommending changes in information and processing.

Improves caller capabilities by providing additional documentation; recommends training courses.

Understands caller telecommunication and computing issues by listening to problems and concerns; leads caller through problem-identification protocols.

Identifies architectural requirements by interviewing customers; analyzing applications, programming, and operations; evaluating existing and proposed systems; recommending solutions to infrastructure

Establishes and upgrades system by planning and implementing desktop rollout projects; installing hardware and software

Resolves problems by conferring with vendors; providing support for desktop environment; consulting with and training users

Maintains quality service by defining desktop standards; establishing and enforcing organization standards

Maintains installation records by documenting procedures used

Accountable for personal/technical development; finds innovative ways to continually improve skills

Education and Experience Requirements

Associates degree in a related field preferred

0-2 years experience in information technologies/systems

Operating systems: Microsoft Windows operating systems (server and workstation), Linux and Macintosh

Certifications: CompTIA A+

Please Note: the above description is a core responsibility description only and is not meant to be all inclusive. Job responsibilities are subject to change at any time.

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