Job Title: Help Desk Analyst
Business Unit: Systems
Department: Help Desk
Reports To: Manager, Help Desk
Summary: Provides first level technical support to Telerx’s information technology functions.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
= Identifies, and resolves reported problems related, but not limited, to voice systems, data centers,
account administration, email, desktop, and applications issues with Helpdesk software.
= Maintains email, virus protection, network connectivity, wireless connectivity, application
installation, and performs all related upgrades;
= Provides workstation and server hardware and software technical support including peripherals
such as printers and handheld devices; assists with end user questions and problems.
= Provides access to shared file, print, and backup services.
= Supports internal evaluation of hardware/software needs, training/documentation of automated
processes and general computer support.
= Coordinates the installation, and upgrades of end user hardware and software.
= Monitors all aspects of the daily operation for data centers or similar operations. Assures
appropriate input and back-up procedures are followed. Updates procedures, corrects errors and
troubleshoots.
Supervisory Responsibilities
This position has no supervisory responsibilities.
Job Specifications: To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill,
and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.
