Help Desk Support Analyst
Analogic - United States

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This is a Regular Full-time position.

Provides 1st and 2nd level hardware and software technical support for network and computer related devices, utilizing the corporate help desk management software, creates, updates, resolves and thoroughly documents all reported problems, troubleshooting efforts and resolutions.


Develops and maintains required technical knowledge to successfully meet the job requirements. Understand, applies and utilizes all information gained by reading, studying and reviewing technical documentation, manuals, and other support sources. Diagnose and repairs networks and associated devices as required using peripheral cables and junction boxes according to network standards. Installs, maintains, troubleshoots and supports network related devices (switches, core switch, PBX and voice mail).

Monitors tickets in multiple queues to facilitate processing of all customer support requests, examines personal queues to prioritize and complete work to meet or exceed response and resolution targets. Follows defined policies and procedures to manage workflow, including escalation of tickets, utilizes all available resources to promptly and accurately identify resolutions.

Possesses the ability to configure and troubleshoot hardware and software including but not limited to Windows 95/98, Windows XP/Vista/Win 7 workstations, server knowledge is required; common problems within the OS, setup and configuration of logical devices. Installs, upgrades and troubleshoots software products and its applications including but not limited to, OS, ODBC, MS Outlook, MS Office and engineering tools. Experience with TCP/IP, routing, RPC, security, replication, Active X is required.

Above all this position is a part of a ¿customer service¿ organization and must show an aptitude for the development, management, and delivery of outstanding services to Analogic employees, customers, suppliers, and any other internal organization that relies on the network.

Flexible schedules may occasionally include some nights and weekends. Other duties as requested.

Education and Experience:

Associate’s degree with a minimum 3 year technical support experience.

CompTIA A+ or Network +, Microsoft MCP or MCSE or other industry recognized certification or working towards one.

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