AVL North America

I.T. Help Desk Analyst

Job Location US-MI-Plymouth
Posted Date 2 weeks ago(3/8/2018 8:43 AM)


IT Help Desk Analyst will interact directly with end-users to provide hardware, software, network, and applications problem resolution. This position provides first and second level helpdesk support to internal customers, assisting them with hardware and software issues via phone, email and in person. Successful candidates will have exceptional customer service skills, attention to detail, and able to multitask in a fast paced environment.


Ideal candidates must have a willingness to learn, have a positive attitude and know how to work with customers in tense situations. The candidate will troubleshoot and resolve trouble tickets related (not limited) to technical difficulties with hardware, software, and the network.


IT Help Desk Analyst is responsible to insure that issues has been resolved and update the ticketing system, image and deploy computer assets, setup new employees, provide orientation, support printer services, provide remote support and troubleshooting; assist upper-tier support teams as needed.


Applicants must be currently authorized to work in the United States on a full-time basis. Employer will not sponsor an applicant for a work visa for this position.


  • Provide first line response for users requiring assistance with information technology issues and problems.
  • Respond to requests for technical assistance by phone or email and help desk ticket system.
  • Tracking issues to resolution and updating the internal knowledgebase.
  • Demonstrate a high degree of customer service for all support queries and adhere to all service management principles.
  • Take ownership of user problems and be proactive when dealing with user issues.
  • Escalate issues when necessary to 2nd and 3rd level support to ensure that issues are resolved correctly, completely and in a timely fashion.
  • To arrange for external technical support where problems cannot be resolved in house.
  • Be able to effectively assess the priority of issues and direct the problem to the appropriate internal expert.
  • Effectively manage user expectations by communicating status and progress of issue resolution throughout the entire process.
  • Provide input gathered from the end-users to drive the quality of the management information system.
  • Contribute to internal WIKI (or other systems) and document resolutions of problems.
  • Must be very customer service oriented. The focus of this job will be to support the end user, listen, be responsive, and help drive improvements in our information systems.



  • Bachelor’s degree in Computer Science or related, or four years’ experience in IT systems
  • ITIL or other technical certifications


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