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IT Help Desk Analyst
Hogan Transportation Companies. Provide technical assistance to local and remote computer users .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical assistance and support for computer hardware and software, ensuring optimal system performance and user satisfaction. Capable of developing training materials and conducting user training while adhering to IT security policies.
Highest-signal resume keywords
Technical AssistanceMicrosoft Operating SystemsPC Hardware SupportCustomer Service OrientationTroubleshooting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Computer Hardware SupportSoftware InstallationSystem ConfigurationDiagnosticsTroubleshootingHelp Desk Ticket ManagementTraining DevelopmentMinor Hardware RepairsOperating SystemsElectronic Mail Support
Soft Skills
Verbal CommunicationWritten CommunicationIndependenceInitiative
Certifications & Qualifications
HS DiplomaAssociates/Bachelors in Technical Field (Preferred)
Industry Keywords
IT Security PoliciesTechnical ManualsUser TrainingSystem PerformanceOn-Call Support
About the role
Key responsibilities & impact- Provide technical assistance to local and remote computer users
- Answer questions and resolve computer problems in person, by telephone, or electronically
- Support computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems
- Resolve complex and/or high-priority problems
- Develop training materials and procedures
- Oversee daily computer system performance
- Enter commands, observe system functioning, verify correct operations, and detect errors
- Set up equipment and install cables, operating systems, and software
- Install and perform minor repairs to hardware, software, and peripheral equipment
- Train users on software and hardware functionality
- Update and close Help Desk tickets with activity updates and resolutions
- Read technical manuals, consult users, and conduct diagnostics to investigate and resolve problems
- Evaluate software and hardware and recommend improvements or upgrades
- Maintain hardware and software knowledge through technical publications, manuals, conferences, and seminars
- Inspect equipment and read order sheets for user deliveries
- Modify and customize commercial programs for internal needs
- Configure hardware and software systems
- Conduct in-depth research and troubleshooting
- Perform other duties as assigned
Requirements
What you’ll need- HS Diploma required
- Associates/Bachelors in technical field preferred
- Practical work experience in a professional setting is required
- Must be able to work independently and take initiative
- Strong customer service orientation
- Good verbal and written communications skills
- Proficient with Microsoft Operating Systems and PC Hardware
- Participate in after-hours on-call rotation to support night and weekend crews
- Follow strict IT security policies