Help Desk Analyst I

Job Summary

Essential Duties and Responsibilities

• Assists partners experiencing technical problems with hardware and software systems by answering service requests through various forms of communication.
• Gathers information from partners about issues and guides them through procedures to determine source of error and works to find a resolution.
• Responsible for researching routine user problems and working to find a resolution. Works with upper management to confirm resolution before communicating back to partners.
• Logs and tracks calls using BMC Helix ticketing system.
• Communicates with hardware vendors to request services related to defective products.

Knowledge, Skills and Abilities

• Basic knowledge of supported software and hardware solutions.
• Basic knowledge of Microsoft Office applications including Excel, Word, Outlook, and PowerPoint.
• Ability to work on-call and flexible schedules including nights, weekends, and holidays required.
• Ability to comprehend and interpret information.
• Ability to research information, establish facts, and draw valid conclusions.
• Ability to learn new technology systems, methods, and processes.
• Ability to reason, form concepts and recognize and solve problems.
• Ability to analyze complex information.
• Ability to communicate effectively in written and verbal form.
• Ability to maintain confidentiality regarding sensitive information.
• Ability to work in a fast-paced production environment.
• Ability to maintain a high level of accuracy and productivity.
• Ability to work on-call and flexible schedules including nights, weekends, and holidays.
• Must be attentive to potential hazards and remedy or place appropriate warning signs or devices around or near the hazard as soon as is reasonably possible.
• Must report any potential hazards that cannot be immediately remedied to a supervisor.

Education, Experience, and Qualifications

• Associate’s degree and six or more months of related experience; or an equivalent combination of experience and/or higher education required.
• Partners must be 21 years of age or older to drive for Company business in accordance with the BGC Business Driver Policy.

Physical Demands

• Continuously required to use close vision, distance vision, depth perception or the ability to focus.
• Continuously required to use hands for reaching, touching, or handling.
• Continuously required to use fine finger movements (ex. sorting and typing).Continuously required to sit for long periods of time.
• Frequently required to talk and hear.
• Occasionally required to push, pull, maneuver or lift objects up to 40 lbs.
• Occasionally required to bend, kneel or squat.
• Attendance at work is required.

Work Context and Environment

• Work is generally performed in an office environment.
• Quiet to moderate noise level.