Helpdesk Analyst I in Las Vegas, Nevada at Zippy's

POSITION SUMMARY:

Reporting to the Manager, Helpdesk Services, the Helpdesk Analyst I maintains, supports, implements and monitors FCH Enterprises Inc. production systems to meet organizational and business requirements. This position also routinely communicates with business entities to maintain and support business systems, and is responsible for responding to and addressing system and network issues for all of FCH Enterprises where possible and escalating to Level 2 support when unable to do so.

ESSENTIAL FUNCTIONS:

• Responsible for responding to all Corporate trouble calls from multiple sources including phone, email and trouble ticketing system.
• Supports project plans and implementation to meet project schedule and ensure quality.
• Provides production support for POS (point of sale) systems, desktops, printers, networks, internal and external applications. Escalates to Level 2 support and vendor support as needed.
• Meets business requirements in alignment with FCH Enterprises Inc. and IT strategic plans and priorities.
• Analyzes and resolves systems problems and issues within IT guidelines.
• Continually improves processes and procedures and ensures that standard operating procedures and documentation are consistently followed and updated.
• Follows appropriate COBIT and ITIL best practices.

Remote Work:

• Ability to independently manage time and prioritize tasks that align with company and departmental goals.
• Regular check-ins with managers that include detailed metrics of work completed and project status.
• Clear communication with end users that maintains support continuity with the Technology Team, allowing the handoff of tasks between support staff.

QUALIFICATIONS:

Scheduling:

• Typically Monday – Friday 8:00am – 5:00pm

Physical Ability:

• 75% of time sitting and 25% of time standing / walking
• Direct contact with administrative staff and management
• Expected to behave professionally and adapt to a changing environment

Mental Ability:

• Expected to behave professionally and adapt to a changing environment
• Speaks English fluently and able to communicate with the workforce’s varying abilities in language and understanding
• Excellent writing skills to document system and network configurations and User guides
• Limited job structure exists; situations are diverse, although not unique, require considerable creative and mental aptitude
• Works independently with minimal supervision
• Requires interpretative skills; a high degree of analysis using logical, evaluative or professional thinking is necessary to define problems, collect information, establish facts and form valid solutions

Pre-Employment Requirements:

• Must pass drug screening test

Environmental Conditions:

• Air-conditioned, office environment

Education:

• 2 - Year College Degree.
• MCSE (Microsoft Certified Solutions Expert) preferred.
• Willing to substitute relevant work experience in lieu of the above education and certification requirement.

Experience:

• Requires extensive knowledge of Microsoft and Apple Operating Systems.
• Requires a high degree of understanding of the Microsoft family of applications.
• Requires experience in a Help Desk support role or similar.
• Familiarity with COBIT and ITIL preferred.

Desired Skills:

• Ability to communicate complex specialized information to a variety of audiences.
• Excellent interpersonal skills (ability to develop interdependent relationships)
• Self-development skills (desire and ability to learn)
• Planning skills (ability to set priorities and manage time efficiently with minimum supervision)
• Organizational skills (ability to coordinate multiple tasks/activities, ensure smooth and balanced workflow, and meet due dates); good time management skills and habits
• Problem-solving/decision-making skills (ability to handle operational, staff, and customer problems on a timely basis); sees problems as opportunities for growth; is persistent in resolving an issue
• Community building skills (ability to get team members to work cooperatively and collaboratively)

Desired Attributes:

• Demonstrates the company’s Core Values of “Commitment, Humble, Integrity, Passionate, Supportive”.
• Self-motivated
• Action-oriented (exercising initiative to follow-up and follow through)
• Detail-oriented
• High level of accuracy
• Ability to work under minimal supervision
• Ability to handle confidential information
• Ability to handle stressful situations
• Team player

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.