Help Desk Analyst

- Deliver exceptional service as the face of IT Support & initial point of contact for the ACBL's Service Desk.

- Provides Tier 1 end-user consulting, trouble-shooting, and problem-solving support for personal computer hardware/software supported products and network-related technologies.

- Escalate unresolved issues to Tier II or Tier III support as needed.

- Assist with inventory control, knowledge base articles publications, and the creation and assignment of support tickets.

- Log all support interactions and resolutions in the ticketing system.

- Follow-up with users to ensure issues are resolved satisfactorily.

- Proficiency in office productivity software such as Microsoft Office 365

- Skills in hardware and software support techniques with an understanding of desktop and laptop configurations

- Ability to project a positive, professional image in all dealings with both internal and external customers

- Be able to perform the essential functions of the job in a normal office environment or shipyard facility

- Proficiency in troubleshooting Microsoft operating systems and mobile operating systems