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Senior Help Desk Analyst
26 Applications Submitted for this Position

Job Description

Help Desk Analyst (Level I)

Smart Source is looking for a self-motivated, professional, and experienced Help Desk Analyst who will be responsible for providing Level 1 support to a range of customers. The position requires excellent communication skills as you will be working directly with clients as well as assisting colleagues with software or hardware troubleshooting. Ideal candidates must be fast learners and able to quickly adapt to changes that clients make. You will be responsible for delivering detailed instructions over the phone and/or via email to customers experiencing problems. You must be able to excel as an individual, as well as part of a team.

Our customer is one of the fastest growing companies in Connecticut. They are unique in that their consultants are IT specialists with business expertise. Their consultants have a proven track record of leveraging technology to increase our clients’ profitability.


- High School or equivalent experience and 1 to 3 years of Help Desk/Support experience

- Technical proficiency with Microsoft operating systems and Microsoft Office Suite

- Knowledge with Apple devices a plus

- Strong verbal and written communications

- Good analytical and problem solving skills

- High level of customer relationship skills to include professional telephone etiquette

- Basic knowledge of PC hardware, including troubleshooting and configuration

- Ability to prioritize and execute tasks in a rapid moving environment where multitasking is a must


- Provide first line support for any information technology issues and problems

- Monitor and respond quickly and effectively to requests received through the IT helpdesk

- Provide assistance by phone, email and/or using Autotask ticket management system

- Escalate problems to Senior Engineers as required

- New computer builds following company standards.

- Software installs (Adobe, Office, McAfee SaaS, etc.)

- Triage printer issues, VPN connection issues, and other hardware related issues

- Perform Active Directory and Office 365 password resets

- Maintain user accounts including permissions and security groups

- Ability to liaison with the customer and vendor or manufacturer for support calls

- Configure Exchange settings for mobile devices such as iPhones and Androids

- Perform other related duties as assigned

Job Snapshot

Base Pay $40,000.00 - $50,000.00 /Year
Employment Type Full-Time
Job Type Information Technology, Customer Service
Education None
Experience None
Manages Others Not Specified
Industry Other Great Industries
Required Travel Negligible
Job ID 11497-1
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Senior Help Desk Analyst

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