• Helpdesk Analyst I

    Posted: 04/06/2021

    If you are interested in having a positive impact on EnergyUnited members/customers through assisting their needs with software problems directly, we’d like to meet you!

    The Helpdesk Analyst is responsible for providing a timely response to incoming technical and application support calls, document calls appropriately and escalate calls on a as-needed basis to the appropriate IT individual. In addition, review open calls and follow up with individuals to ensure that the issue has been resolved. They will also maintain a current company inventory of computer and printer assets and be responsible for installation, configuration and maintenance of EnergyUnited’s computer workstations. The perfect candidate will have excellent customer service skills along with related IT experience and a good attitude. This position is classified as Hybrid, allowing an employee to perform work associated with their position at both an EU Office and their home, and is non-exempt as defined by the Fair Labor Standards Act as amended. 

    Helpdesk Analyst 1 - Key Accountabilities & Duties

    • Total call ownership for answering and responding timely to incoming technical and application support calls to the helpdesk.
    • Participate in the IT department’s on-call rotation.
    • Troubleshoot issues with end-user’s computers, peripherals and applications across all supported platforms.
    • Enter call data for each inbound and/or outbound call in a call-tracking system.
    • Identify and appropriately escalate trends and/or issues because of the incoming calls.
    • Escalate calls that remain open and tracking response time in relationship to defined service level agreements.
    • Contact vendors for timely resolution of issues for supported products and services.
    • Install, configure and maintain the cooperative’s end-user computer and peripherals.
    • Make timely and accurate moves, adds and changes to user accounts in supported systems.
    • Use of network monitoring tools and application deployment software.
    • Respond to system alerts identifying issues or problems.
    • Install, upgrade or administer desktop applications.
    • Provide end-user support for PC applications.
    • Perform monthly reporting depicting status of all calls taken and the performance of the IT group.
    • Follow up with end-users to ensure successful completion of all calls being closed.
    • Strictly enforce all copyright laws and use of software as stated in license and policies.
    • Maintain company computer and printer asset inventory in tracking software.
    • Follow and promote cyber secure practices.
    • Work as IT liaison between user departments in tracking, documenting and escalating their information system needs with their application.
    • Provide training suggestions based on tracking of issues and trends related to incoming calls.

    Helpdesk Analyst 1 Requirements:

    • Associate degree in Business Administration, Computer Sciences or equivalent.
    • CompTIA A+ certification preferred.
    • Two years of solid PC & PC application troubleshooting experience in an enterprise environment.
    • Experience working with help desk systems such as Dell KACE, Manage Engine or equivalent and keeping detailed records of customer interactions.
    • Experience with Microsoft Windows 7/8/8.1/10 in an enterprise-class network environment.
    • Working knowledge of Cisco UCCX or like IP phone system.
    • Working knowledge of Microsoft Office PC software packages.
    • General knowledge of LAN/WAN concepts.
    • Strong interpersonal and communications skills

    Position Specifications for Helpdesk Analyst:

    • Attention to detail and commitment to accuracy.
    • Ability to work well within team as well as be proactive in responsibilities.
    • Ability to maintain confidentiality.
    • Must have a positive, open mind and considerate attitude toward the responsibilities of the position.
    • Must be a self-starter; must be able to be present and work with public in a pleasant, courteous manner.
    • Have highest personal integrity and have a sense of accuracy toward record keeping.
    • Ability to make sound decisions from observations and carry out instructions.
    • Must be available for work during adverse weather conditions.
    • Performs all assignments safely assuring compliance with all safety related rules, regulations and policies.
    • This position is a Direct Operational Position. All employees assigned to an operational position in headquarters or in a district or regional office must make their domicile not more than a twenty (20) mile radius from their respective office. All employees who are subject to “on-call” duty must make their domicile within a twenty (20) mile radius from their respective assigned district, regional or headquarters office. “On-call” employees who have been approved with remote capabilities must make their domicile within one of the nineteen counties served by the Cooperative.


    *EnergyUnited Electric Membership Corporation is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. *

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