Help Desk Analyst - Flexible Schedule Nights and Weekends

GENERAL SUMMARY: The IT Help Desk Analyst position is a first level customer support role providing professional technical support and customer service. The Analyst must demonstrate the eagerness and ability to learn and must work well in a team environment.  This position is scheduled for forty hours a week.  The Analyst must meet or exceed stated requirements, exhibit excellent troubleshooting skills, follow directions and adapt quickly to changing needs.  The Analyst must have the ability to gather all pertinent information and document in an acceptable format.  In addition the position is required to obtain, understand and to pass on appropriate information as required.

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

 

1.  Technical Support (60%)

? Learn, document and properly execute responsibilities regarding the existing company infrastructure, systems and applications

? Learn, document and properly execute responsibilities regarding any new company infrastructure, systems and applications.

? Answer incoming customer telephone calls, place outgoing calls and document all interactions.

? Report all pertinent and appropriate information regarding the status of the staff, workload, tools, systems, applications, changes and emergencies.

? Continue adding to the minimum required technical knowledge to remain proficient in the Information Technology field. 

 

2. Administrative Support (30%)

? Work an assigned specific shift, which may include evenings and/or weekends.  It is expected that the individual filling this role will be at their desk and ready to work at the start of their shift and that they are flexible to take overtime or alternate shifts to ensure coverage.  As much notice as possible will be given for changes in assigned shift.

? Understand and perform day-to-day job responsibilities of the IT Help Desk, executing procedures to ensure appropriate levels of productivity are maintained.

? Research and understand company policies and procedures to ensure compliance of these rules and guidelines.

 

3.  Special Projects (10%)

? Research, develop and complete special projects, either assigned or approved.

 

4.  Professionalism

? Perform all responsibilities of this position while continually presenting a positive and professional example for the rest of the team and the customers.  This must be portrayed throughout all communication methods and all actions performed by this individual.

? Demonstrate sound decision-making, good communications (both verbal and written), organizational and time management skills.

? Attend ongoing training for Help Desk/Call Center practices, customer service and communication skills.

? Research, understand, participate and contribute to the goals and mission of the IT Department and 24 Hour Fitness as a whole.

 

 

ORGANIZATION RELATIONSHIPS:

This is a first level customer support role that requires communication with the following people for the following reasons:

Upper management ? technical support

Peers ? Direction, guidance, assistance, team building.

Subordinates (direct and indirect reports) ? none.

Other groups and/or departments - gathering or passing information, coordinating efforts, training

Vendors ? Directing, assisting, coordinating and providing feedback.

 

REQUIRED QUALIFICATIONS:

1) Knowledge, skills & abilities:

? Required: proficient with Windows operating systems including Windows 98, 2000 and XP

? Required: working knowledge and training in Networking, computer hardware, Internet, Client/Server, Thin client, and computer operating systems

? Required: experience with Network and stand-alone printers, routers, modems, laptops and scanners

? Required: proficient with all Microsoft Applications

? Preferred: working knowledge of a call tracking system

? Preferred: previous experience using an ACD phone system

? Preferred: working knowledge of Remedy, Citrix, MS-Project

 

2) Minimum certifications/educational level:

? Required: High School or equivalent

? Preferred: A+, N+, MSCE, CCNA or any other technical certification

 

3)  Minimum experience:

? Required: 1 year experience in a technical call center or equivalent

? Required: 6 months of extensive hands on technical experience or training

? Will need to work a flexible schedule including nights and weekends.

 

4)  Physical Requirements:

? This position requires repetitive use of the hands to finger, handle or feel; reaching with hands and arms; standing, and sitting for extended periods of time.  Employee is prohibited from lifting in excess of 50 pounds without additional employee assistance, or without the use of specialty equipment designed to lift heavy weight.

? Specific vision abilities required by this position include close vision, color vision and the ability to adjust focus.

? Travel is rare and is mainly limited to traveling to local training facilities by car.  On very rare occasions this person may need to fly to another state for business reasons.