IT Help Desk Analyst

Hogan Transportation is a 100-year-old full-service, multi-faceted transportation company operating throughout North America with a tradition of unparalleled, personalized service to clients, utilizing first-class equipment and advanced technology.

Job Summary

Provides technical assistance to computer users, both local and remote. Answers questions or resolves computer problems for employees in person, or via telephone or electronically. Provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Able to work and make decisions under specific supervision. Follows detailed instructions. Actions impact individual tasks and milestones. Applies practical application of technical principles, theories, and concepts.

Essential Duties and Responsibilities

• Resolves more complex and/or high priority problems.
• Develops training materials and procedures.
• Oversees the daily performance of computer systems.
• Answers user inquiries regarding computer software or hardware operation to resolve problems.
• Enters commands and observes system functioning to verify correct operations and detect errors.
• Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Installs and performs minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Trains users, as applicable, regarding software or hardware functionality.
• Updates Help Desk tickets with appropriate updates on activities and closes tickets with resolution entered upon completion of the job.
• Participate in after hours on-call rotation to ensure night and weekend crews are properly supported.
• Reads technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Prepares evaluations of software or hardware and recommends improvements or upgrades.
• Maintains knowledge of hardware and software through trade magazines and technical manuals or by attending conferences/ seminars.
• Inspects equipment and reads order sheets to prepare for delivery to users.
• Modifies and customizes commercial programs for internal needs.
• Configures systems and setup, both hardware and software.
• Follows strict IT security policies.
• Engages in in depth research and troubleshooting to resolve technical issues.
• Performs other duties as assigned.

Requirements

• HS Diploma required, Associates/Bachelors in technical field preferred
• Practical work experience in a professional setting is required.
• Must be able to work independently and take initiative
• Strong customer service orientation
• Good verbal and written communications skills
• Proficient with Microsoft Operating Systems and PC Hardware