Company Info

Paragon Development Systems

361 Blettner Boulevard
Madison, WI, United States

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Company Profile

Help Desk Analyst


Job ID:



Madison, WI, United States 


Information Technology


$16.00 per hour

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Employment Type:

Full time




Customer Support: Technical Customer Service

Job Description:

As a Help Desk Analyst you will be responsible for the day to day support of PDS Help Desk Clients. By leveraging your customer service skills, technical training and having an understanding of today’s technologies, you will solve a wide variety of challenges in a fast paced environment that is managed using ITIL methodology.
Reporting Relationships:
Reports To: Help Desk Supervisor
Direct Reports: None
Essential Job Responsibilities:
General Duties & Responsibilities – 70% to 85%
  • Provides first level support for inbound incidents and Service Requests from end users and client IT staff.
  • Maintain end to end responsibility for customer’s support needs providing timely, reliable, and courteous service.
  • Participate in and adhere to all SoP's such as the PDS Incidents and Service Requests.
  • Assists with the development and improvement of work instructions, procedures, standards and documentation.
  • Exceptional Attendance is a must
Mentoring, Collaboration, and Leadership– 5% to 10%
  • Mentor and assist with training other Help Desk Analysts
  • Assists other Help Desk Analysts by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to SoP's
Knowledge Management and Training– 10% – 20%
  • Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
  • Provide feedback of intelligence gained through customer interactions.
  • Make or suggest updates to the Knowledge within the Knowledge Management databases
The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities. The Help Desk Analyst role encompasses a focus on both customer and technical support.  A grade 1 analyst will provide general support duties while a grade 3 analyst will have a deeper accountability for mentoring and knowledge collection along with providing advanced customer service and technical support.
Required Qualifications:
  • An Associate’s Degree in an applied technology or equivalent technical training
  • Minimum 2 years’ experience working in a Help Desk, Service Desk, or Call Center environment is required.
Preferred Qualifications:
  • Two-four years tech support and experience in a Microsoft environment
  • Server or Network Administration experience
  • CompTia A+
  • CompTia Server+
  • CompTia Network+
  • HDI Customer Help Desk Analyst certification
  • MTA
  • Microsoft Office Specialist certifications
Job Related Experience:  
  • Required experience working in a Help Desk Analyst Role.
    • Grade 1               0-1 years
    • Grade 2               1-3 years
    • Grade 3               3+ years
  • 3 years’ experience working in a Customer Service role
Additional Skills/Knowledge:
  • Professionally respond to telephone calls, emails, chats and voicemails for customer support
  • Technical writing experience
  • Innovative, team-oriented problem solver.
  • Strong commitment to providing quality service
  • Excellent interpersonal, negotiation and communication (verbal and written) skills.
  • Excellent organizational, time management and follow through skills.
  • Ability to manage multiple competing priorities.
  • Unwavering commitment to providing customers with an exceptionally high quality experience
  • Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology.
  • Remotely troubleshoot networking, server, and end user desktop incidents
  • Be an active participant in the incident management and service request processes.
  • Experience working with Microsoft Office
  • Mobile Device Operation Systems (Android, iOS, Windows Phone)
  • Experience troubleshooting Microsoft Desktop Operating Systems
  • Experience troubleshooting Microsoft Server OS
  • Experience troubleshooting Linux OS
  • Experience with server and or desktop virtualization
  • Experience with networked storage
  • Experience with enterprise data backup solutions
  • Experience troubleshooting MacOS computers
  • Knowledge of networking fundamentals
Physical Requirements:
  • Must be physically capable of lifting computers, monitors, printers, parts and supplies and sitting for extended periods of time.
PDS is an affirmative action, equal opportunity employer.