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Help Desk Analyst

Job Description:

Manages the activities and personnel of the IT Support center (help desk). Ensures the operation is in accordance with the established procedures and practices. Monitors performance of support personnel, reviewing response times, problem logs, and trends in problems reported. Recommends strategies and/or hardware/software enhancements to increase employee productivity. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Coordinates, diagnoses and troubleshoots incoming employee calls. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

Responsibilities:

  • Coordinates activities in support of user training and assistance requests for all programs.
  • Monitors assistance efforts periodically and provides assessment reports to management on status and recommendations for improvements.
  • Confers with users and IT personnel to develop new approaches or alternatives to ensure that user assistance is being provided effectively and efficiently.
  • Trains users in learning new company-provided applications and assists in problem-solving for applications issues.
  • Maintains records, logs and reports of assistance.
  • Maintains network and PC preventive maintenance logging efforts to ensure network and data integrity.
  • Provide operations and support of the solution.
  • Ensure support activities achieve the required performance thresholds.  
  • Develops and writes operational procedures for the department’s HD staff.

Skills/Requirements:

  • Bachelor's degree or higher in relevant area
  • Technical capacity
  • Ability to provide case status updates  
  • Ability to evaluate personnel
  • Learning orientation
  • Ability to provide patches, updates, solution maintenance of the solution 
  • Minimum SECRET security clearance required

EEO STATEMENT:

It is the policy of Alliance Pointe to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. 

ABOUT ALLIANCE POINTE, LLC:

Alliance Pointe, LLC is a HUBZone Certified, Woman-Owned Small Business (WOSB) management consulting services firm based in the Washington, D.C. metro area. We provide strategic business transformation and governance services to government and commercial organizations implementing Enterprise Resource Planning (ERP) programs. For more information, see www.alliancepointe.com.

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