Jostens Jobs

JOB TITLE: HELP DESK ANALYST

GENERAL DESCRIPTION OR PURPOSE OF THE JOB:

Under general supervision, this role is primarily responsible for ensuring the process to manage incidents and requests to support users by providing appropriate equipment and access to systems and data in a timely manner. Provides help and assist in all the activities related to the department and serve as second line of support as a system specialist to take care of escalated customer inquiries and Tier II incident management.

RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

Item

Responsibility/Function

%Time

1

• Provide first and second tier support to PC users on multiple hardware platforms and operating systems

• Provide first and second tier support to PC users for assistance with standard approved software applications

• Take escalations from tier I support and perform call backs and follow ups to ensure user’s issues have been resolved or assigned to the proper team

• Collaborate with IT/Business staff to ensure smooth and reliable operation of systems for fulfilling business objectives and processes

• Process hardware and software requests for new user setup and upgrades

• Provide assistance to mobile device users

• Troubleshoot problems to resolution or escalate to Supervisor, Tier 3 support or other departments when necessary

• Use various automated tools and support systems, including incident and problem management, asset management, knowledgebase, diagnostic and remote-control systems, and phone call system

• Incident trend recognition

• Provide appropriate access to systems and data, setup of requested processing and retention of historical information

• Create and maintain documentation as it relates to system configuration, mapping, processes, and service records

• Demonstrate ownership and urgency for problem resolution by retaining ownership of problems, by tracking and updating the progress of the problem ticket, by ensuring results meet Service Level and by consulting with vendors and other Jostens IT staff for problem solutions

• Identify trends and potential problem sources by reviewing Incident records. Produce reports to monitor problem trends and contribute to continuous process improvement

Create accurate detailed documentation within incident and request tracking system, including accurate and complete documentation of phone calls

70%

2

• Maintain and work within the necessary controls and procedures to ensure support service levels are achieved, to protect business systems and data, and to provide functional expertise on security, integrity, and privacy of this data.

• Actively participate on the team within IT Security to assist in establishing security policies and procedures

10%

3

• Interact with all levels of IS support teams to notify them of identified technical and operational details concerning the core problem

10%

4

• Maintain awareness and training to keep abreast of new software and hardware product developments and customer service skills

• Participate in the quality improvement process

• Participate in maintaining Help Desk knowledgebase.

5%

5

• Assume additional related responsibilities as assigned

5%

Required:

• Associates Degree or Technical College degree or equivalent experience

• 0-2 years of experience in systems administration

• 2 years of related PC/network experience

• Good software troubleshooting experience

• Experience with core operating systems and applications

• Exposure to ITIL Service Management

• Ability to de-escalate heated users by providing exceptional customer service and solve problems.

• Working knowledge and understanding of personal computer components and their respective interface requirements, including Windows OS (various versions), MS Office, and Outlook

• Knowledge of and adherence to documented procedures

• Experience and understanding of the IS environment

• Excellent interpersonal skills to effectively communicate with the end user and handle conflict resolution to a win-win conclusion with high attention to detail and adaptability

• Ability to resolve routine to mid-level complex problems immediately, while recognizing more complex problems and referring to the appropriate next level of support

• Ability to work independently as well as a member of a team, and work with confidential material and information

• May be required to commute to various locations with short notice

• Scheduled on-call (24/7 coverage during the week on-call)

Preferred:

• Working knowledge of mobile devices

• Working knowledge of Mainframe and Oracle

• Working knowledge of Microsoft products and services