Principal Accountabilities
Help desk analysts are on the frontline of customer support. They are focused on helping to resolve technical issues end users encounter, or connecting those users with more intensive IT support, when needed.
• Research and resolve escalated issues that Tier 1 analysts have been unable to fix. They also assist in identifying trends and developing preventive solutions.
• A help desk analyst spends the majority of the day performing remote support. This can take a number of forms:
• Over-the-phone support
• Screen sharing or remote control
• Live chat support
• Email support
Job Complexity
Job complexity may vary among jobs within this job level and will align with one of the job complexities listed below:
(1) Incumbent has limited level of discretion to vary from established procedures, works under general supervision, and solves some straightforward problems. Incumbent generally has limited work experience involving basic concepts and procedures but requires formal training in theories/concepts in own function.
(2) Incumbent has high level of discretion to vary from established procedures, works under broad supervision, and solves some complex problems. Incumbent generally has substantial work experience involving complex concepts and procedures in theories/concepts in own function.
Experience / Education
Typically requires a 4 year degree and 2–4 years of related experience; or an advanced degree without experience; or equivalent work experience.