Help Desk Analyst
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Summary
Front-line IT Help Desk Analyst supporting end users (employees, contractors, sometimes customers) by triaging, resolving, and escalating IT issues over phone, remote access, or email, while maintaining knowledge base articles in the ITSM. Hybrid role based in the Fairlawn/Akron, OH office with occasional weekend on-call rotation.
The Help Desk Analyst is responsible for working with end users (employees or contractors) to triage and escalate IT-related issues or requests. This role is the front-line support for IT, solving end-user issues and escalating work to other groups for more in-depth troubleshooting.
Responsibilities:
- Provide technical support for end users (employees, contractors, and sometimes customers) as it relates to corporate IT solutions and equipment.
- Provide technical support primarily over the phone, remote access or email.
- Triage issues and solve or escalate them as needed to other team members.
- Solicit approvals for access requests.
- Create and maintain training materials and how-to documents as knowledge base articles in the ITSM.
- Maintain Help Desk coverage and ensure others are available in their absence.
- On call rotation for weekend support; currently once every 2-3 months.
- This is a hybrid position in Akron, OH. You must be able to work 8am-5pm in office three days a week.