Helpdesk Level 1

Job Description
Helpdesk Analyst

The IT Helpdesk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes the HQ site at Jacksonville as well as remote users at other offices, job sites, field locations and home workers.

· Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
· Receiving, logging and managing calls from internal staff via telephone and email
· Maintaining an Asset Database and track changes
· 1st and 2nd line of support - troubleshooting of IT related problems from in-house software to hardware, such as Mobile, Laptops, PCs and Printers
· Troubleshoot basic network issues such as network connectivity, VPN and broadband issues
· Escalate unresolved calls to the Network Services Team, CAD Support, and Business Services Team.
· Log all calls in the Service Desk Call ticketing system
· Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
· To maintain a high degree of customer service for all support queries and adhere to all service management principles
· Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
· Publishing support documentation and SOPs to assist staff with requests for information & provide staff training if required


· An ITIL qualification is preferable but not essential
· MCP certification is desirable
· Experience with construction field desirable.
· Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
· Basic Windows OS knowledge to troubleshoot issues, assist with configuration and software installation
· Advanced knowledge of MS Office Suite, including Outlook, PSTs, OSTs and profiles


· Excellent customer service skills
· Excellent communication skills and telephone manner
· Excellent organizational skills
· Clean and professional appearance
· 2 years previous IT Service Desk and/or Call Centre experience required
· Incident Management experience - Managing incidents including business expectations and communication
· Basic User & Security Group Active Directory administration
· Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Windows 10, Office 2010, Office 2013
· Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
· Self-motivated achiever who gains satisfaction from providing excellent customer service
· Ability to multi-task and manage time effectively to resolve issues quickily



Job ID: 14032

Location: Jacksonville, FL

Updated: 3/22/2017

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