The Help Desk Analyst provides Information Technology (IT) related support to end-users on a variety of issues including support of software, hardware, security, network and assigned application. The Help Desk Analyst performs these functions while serving as the first point of contact for customers seeking technical assistance over the phone or email. The essential functions of the Help Desk Analyst are:

Essential Functions:

• Triage and/or resolve technical support related telephone calls, email and personnel requests.
• Logs all calls into the service desk management system (Cherwell) and ensures all unresolved calls are forwarded to the appropriate personnel.
• Monitor and respond quickly to incoming requests relate to IT issues.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Assist with onboarding of new users and modification to user account access.
• Identify and suggest possible improvements on procedures.

Education and Experience:
High School Diploma/GED, required

1 year to 3 years Experience in Information Technology, required

Skills and Abilities:
- Familiar with a variety of the IT field's concepts, practices and procedures
- Knowledge of current Microsoft Windows Environment(s), as well as PC and Network troubleshooting
- Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
- Understanding and appreciation for information security within systems and user devices
- Interpersonal skills to work well in a team environment including self-motivation and self-discipline
- Must have excellent telephone communication skills and the ability to interact successfully with end-users
- Strong verbal and written communication and listening skills

Licenses and Certifications:
Industry Recognized Technology Certification (i.e. Network+ or A+ ) a plus but not necessary. Upon hire, preferred

Schedule: Monday - Friday 3:30pm - 12:00am

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Sellersville, PA 18960: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Required)
• Windows: 1 year (Required)

Work Location: One location

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