Help Desk Analyst I

Basic Purpose: Positions in the Help Desk Analyst classification are responsible for monitoring events and resolving incidents and problems with enterprise information systems, infrastructure, products, and services and end user device diagnostics and repair. This requires the incumbent to be fully knowledgeable with the tools and technologies used to provide optimal solutions in meeting customer needs. The focus of the work is to identify, and resolve or escalate technical issues in a timely and accurate manner. Incumbents provide direct support and communication to customers (faculty, students, staff, alumni, guests, and technical support personnel) to assure that requests for support are captured and resolved with appropriate follow-up customer communication and solution documentation developed. Essential Functions: • Monitor events, reported incidents, and service requests related to IT systems,infrastructure, and services. • Serve as the liaison between customers and C IT departments assuring requests for service and reported incidents are appropriately captured, resolved, and triaged, including follow-up notification to the customer. • Provide resolution to issues as appropriate for support personnel and develop technical documentation and knowledge base information that enhances support or customer self-help resolution capabilities for recurring situations. • Keep abreast of emerging technologies in computing systems and changes to the WSU enterprise systems, services, infrastructure, and processes. • Recognize, identify, isolate, resolve, and document problems with information system products and services. • Diagnose, troubleshoot, configure and repair customer desktop/tablet/mobile device issues. • Perform day-to-day operational responsibilities of the Help Desk as appropriate (answer phones and emails, sales and technology assistance for walk-in customers, develop and/or distribute reports, monitor activities, respond to alarms and events, mount and rotate tapes, operate devices such as printers and folder/sealer, etc.). • Assist in the development and implementation of new approaches, methods, procedures and enhancements to improve Help Desk performance and achieve optimal customer service standards. • Participate in Help Desk outreach activities.