Help Desk Analyst

Under the direction of the global Help Desk Manager, the
Help Desk Analyst is responsible for providing technical assistance and support
to end users regarding computer systems, networks, software, and mobile
devices. Working from the MPA’s Brussels office, this person will also function
as the on-site contact for the central IT team in Los Angeles.

Key Responsibilities

• Provide
  first level technical assistance and support for queries and issues
  regarding computer systems, networks, software, and mobile devices


• Handle
  queries and issues in person, via email and over the phone


• Properly
  escalate unresolved issues where necessary


• Diagnose
  and resolve basic hardware and software issues


• Diagnose
  and resolve basic technical network (LAN and WAN) issues


• Maintain
  the daily performance of computer systems and printers


• Install,
  modify, and repair computer hardware and software at a basic level


• Install
  computer peripherals (monitor, keyboard, mouse etc.)


• Ensure
  proper recording and documentation of issues in the ticketing system


• maintenance
  of office equipment and purchasing as well as knowledge handling
  (configuring and troubleshooting) of conference room systems


•  Liaise with third-party vendors and
  service providers for hardware repairs, software issues.

Education, Experience and Other Requirements

• Bachelor’s
  degree in Computer Science (or equivalent) and 3 years of relevant prior
  employment experience


• Proficient
  with Windows and MacOS


• Proficient
  with MS Office Suite


• Experience
  with MS Exchange, Active Directory and MS 365

• Networking
  and wireless knowledge


• Possess
  a high level of security awareness


• Possess
  the highest level of work ethics and integrity with the ability to
  maintain confidential information


• Ability
  to solve practical problems and carry out responsibilities under minimal
  supervision


• Ability
  to organize workload effectively, and adapt as the environment and
  organization evolves


• Strong
  verbal and written English communication skills, able to communicate in
  French is a must.

• 
  
  

  Preferred knowledge/skills

  
  
  
  
  
  • MS
    Teams experience
  
  
  • Cisco
    Meraki experience