Tier 2 technical support for hardware and software- Required
3 Years Experience with call tracking and ticketing software- Required 3 Years_ Provides user training, documentation, manuals- Required 3 Years
4-year college degree in field of specialty or equivalent experience- Highly desired
Help Desk Analyst 2 (HDA2) - 3 to 5 years field experience
The Help Desk Analyst provides Helpdesk Level 2 Support by performing the skills listed below.
Role Description:
Calls software and hardware vendors to request service regarding defective products.
Acts as a subject matter expert for one or more custom or COTS applications.
Talks to programmers to explain software errors or to recommend changes to programs.
May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
Write software and hardware evaluation and recommendations for management review.
Write or revise user-training manuals and procedures.
Develops training materials, such as exercises and visual displays.
Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
Provides technical assistance, support, and advice to end users for hardware, software, and systems._ Provides hands-on technical assistance to business and technical users._ Investigates and resolves computer software and hardware problems of users._ Serves as a contact for level 1 support.
Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
Determines whether problem is caused by hardware, software, or system.
Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
Talks with technical and non-technical co-workers to research problem and find solution.
Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
Experienced with a variety of call-tracking software and systems.
Reads trade magazines and engages in independent study to maintain current industry knowledge.
Follow quality standards, and displays strong customer service skills.
Able to work in a team environment.
Complete assigned tasks.
Strong communication skills; both written and spoken.
