Help Desk Analyst

Serves as the initial contact and resolution point for users of all Information Technology supported systems. Receives requests via phone, e-mail or in person and records issues into Help Desk Call Tracking System. Troubleshoots and evaluates utilizing policies and knowledge based articles to properly assign tickets for the resolution of all desktop hardware, software, printer, copier, fax machine and scanner issues via phone, remote desktop control tools or in person. Enforces and implements policies and procedures for user logons, access to servers, internet, and other necessary resources. Monitors all notification systems for information and escalates to appropriate personnel when necessary. Work is governed by broad instructions, objectives, and policies....