Help Desk Analyst

Internal: (Include important interactions with LLS staff [National Office and chapters] and volunteer leadership.)

• Responsible for Home Office and chapter hardware and software support (installations, upgrades, troubleshooting, etc.) 
• Provides heavy phone support to the organization on a variety of PC related services. 
• Performs hardware/software troubleshooting in a standalone, remote and networked environment. 
• Responsible for setting up, configuring and troubleshooting laptops, desktops and printers and other computer peripherals. 
• Logs all calls into the Help Desk support center site.
• Develops appropriate documentation and procedures. 
• Troubleshoots and provides business support for off the shelf applications in a Windows 7, 10, Citrix environment, and cloud applications that includes but are not limited to Office365 and Box. 
• Works in coordination with Network Support Team in the development, determination and configuration of network services as assigned. 
• Responsible for maintenance, installation and support of various computer application software.
• Maintains an effective working relationship with chapter system administrators. 
• Works with Help Desk Manager on other projects as assigned. 
• Provides training as necessary. 
• Performs other related duties as assigned.

External: (Outside LLS -refer to those duties and interactions conducted on behalf of LLS within the general public and/or specific target audiences)

• Coordinates with national vendors in problem identification and resolution as necessary.