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IT Help Desk Analyst

Location:Indianapolis, IN
Employment Type:Full Time
Description:The IT Help Desk Analyst is responsible for delivering training to end users across UBA Partner Firms. This individual will demonstrate how to use various software programs efficiently and effectively in support of their business operations. This individual will also provide technical assistance including receiving, prioritizing, documenting and actively resolving help requests. In addition, this individual will use request tracking tools and remote software to resolve problems. The IT Help Desk Analyst will also assist the technology team and test new software releases.


Duties:• Fields incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Builds rapport and elicits problem details from help desk customers.
• Prioritizes and schedules problems.
• Escalates problems (when required) to the appropriately experienced technician.
• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Identifies and learns appropriate software used and supported by the organization.
• Tests fixes to ensure problem has been adequately resolved.
• Performs post-resolution follow-ups to help requests.
• Develops help sheets and frequently asked questions lists for end users.
• Designs, develops, and delivers training classes and one-on-one instruction via GoToMeeting, GoToWebinar and occasionally in-person.
• Develops and delivers new training for new and existing software applications, including all training materials.
• Reviews training materials and documentation and keeps them up to date.
• Creates and administers training event feedback mechanisms. Analyzes results, makes recommendations for training improvement, and integrates changes in curriculum and/or courses.
• Works with internal software developers to keep apprised of changes and upcoming developments in in-house software applications.
• Communicates software problems and issues to software development and support teams.
• Stays up-to-date with developments in both commercial and custom-built software products used in the organization.
Qualifications:• Bachelor’s degree in information sciences or education
• Five (5) years equivalent work experience
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Proven experience delivering remote assistance to a non-local customer base.
• Excellent understanding of web-based content management systems.
• Exceptional understanding of MS Office products including Word, Excel and PowerPoint.
• Outstanding troubleshooting skills.
• Strong documentation skills.
• Proven experience with adult learning principles, methodologies, and course design techniques.
• Experience with DotNetNuke is strongly preferred.
• Experience with GoToMeeting, GoToWebinar and/or Brainshark is desired.
• Exposure to HTML and CSS is a plus.


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