The Roberts Company

  • Help Desk Analyst

    Job Locations US-NC-Winterville
    Posted Date 3 weeks ago(4/30/2018 10:54 AM)
    Job ID
    # of Openings
    Hidden (25139)
  • Overview

    Our Ideal Help Desk Analyst:

    First and foremost a great communicator Has an affinity for computers and a broad knowledge of computer systems Is thirsty for knowledge Ability to tackle new problems quickly Uses available research tools to resolve issues Can work well with minimal supervision Thrives in environment with methodical processes Excellent problem solver

    The Basic Summary: The Help Desk Analyst provides Tier 1 help desk support for The Roberts Company in order to
    resolve technical PC, server, and network related issues.


    • Provide first level customer support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing client requests for password and user account administration
    • Create properly formatted tickets for client calls & emails in tracking software as the work occurs
    • Coordinate scheduling of service visits and technician support phone calls to clients
    • Maintain inventory of equipment in-house and organization of service area
    • Communicate ticket status and document updates to clients and technical staff as needed
    • Ask and gather intelligent questions about the client’s business and accurately document
    • Document opportunities that are discussed or discovered while interacting with clients
    • Perform basic computer hardware and software installations, configurations, and virus removals
    • Keep information regarding our clients, their data, and other sensitive information confidential
    • Create and maintain documentation for client and internal tasks and procedures
    • Study for and pass industry certifications as identified and required
    • Read educational materials as needed and directed for job proficiency
    • Develop and/or revise best practices and processes for Help Desk procedures


    Essential Qualifications

    • High school diploma, at least two years of secondary education preferred
    • Must have a valid driver’s license and reliable transportation for travel as far as 75 miles from the office
    • Must be able to work a full-time 40 hour work week which may include after-hours support
    • Exceptional computer and system administration skills on Microsoft based clients and servers
    • Firm understanding of the configuration of basic networking components and peripherals
    • Good verbal and written communication skills for interactions with customers on a daily basis; both in person and on the phone
    • Ability and willingness to operate in a fast-paced and dynamic environment with a calm
      demeanor and maintaining a “win/win” attitude

    Preferred Qualifications

    • Previous experience as a system analyst, help-desk support provider, or equivalent role
    • Previous experience with procedure writing or other technical writing
    • Intricate knowledge/experience with workstation, server and network diagnostics, repair, and installation
    •  Expertise with MS Windows Server, MS Active Directory, ConnectWise, and Labtech
    • CompTIA A+, Network+, and various Microsoft certifications
    • Experience with virtualization technologies, or cloud hosting
    • Understanding of the fundamentals of DNS
    • Experience with phone wiring and phone switch installation / programming / maintenance


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