Help desk analyst
Responsible for first line technical support to clients and primary point for all administrative tasks in the Information Technology Division. Attempt low to mid level troubleshooting of IT related problems. Escalate unresolved calls to the appropriate IT group. Track and route issues in Help Desk software. Enter updates of inventory into tracking system. Preserve and grow knowledge of common IT issues and their resolutions. Develop and maintain documentation of IT FAQs for publication on HOC intranet. Perform routine distribution, installation, and upgrades of applications, when necessary. Participate in periodic department reporting (i.e., inventory). Perform other duties as assigned.