Help Desk Analyst

The Help Desk Analyst is responsible for providing Level 1 and Level 2 support for FAST and its internal employees, partners, and customers. The Help Desk Analyst is the initial point of contact for many IT, DevOps, or infrastructure related issues, and offers issue classification, timely resolution or transfer to the appropriate parties, status updates, and clear and concise communication and documentation to end users.

• Provide Level 1 and Level 2 support that includes: performing initial ticket or task intake, providing regular and timely status updates, and transferring service requests to other teams or workgroups when appropriate.
• Assist in security, infrastructure, and general IT rollouts and implementation efforts
• Contribute current technical information and best practices to the knowledge base
• Participate in an on-call rotation to provide off-hours support to internal development teams and customers.

• Bachelor's degree preferred
• Previous experience in a Help Desk environment supporting computer software and hardware, and working within a ticketing or incident management platform
• Ability to manage multiple tasks with aggressive timelines
• Highly organized with the ability to prioritize demand for self in a fast-paced environment
• Excellent customer service and communication skills
• Strong written and verbal skills as well as problem solving skills