Help Desk Analyst

The Help Desk Analyst is responsible for working with end users (employees or contractors) to triage and escalate IT-related issues or requests. This role is the front-line support for IT, solving end-user issues and escalating work to other groups for more in-depth troubleshooting.

Responsibilities:

• Provide technical support for end users (employees, contractors, and sometimes customers) as it relates to corporate IT solutions and equipment.
• Provide technical support primarily over the phone, remote access or email.
• Triage issues and solve or escalate them as needed to other team members.
• Solicit approvals for access requests.
• Create and maintain training materials and how-to documents as knowledge base articles in the ITSM.
• Maintain Help Desk coverage and ensure others are available in their absence.
• On call rotation for weekend support; currently once every 2-3 months.
• This is a hybrid position in Akron, OH. You must be able to work 8am-5pm in office three days a week.