Help Desk Analyst

Help Desk Analyst


You are the first line of defense for users, closing tickets more quickly than they arrive. When someone is in need of technical support, who are they going to call? You, of course.

Diagnosing and troubleshooting issues is step one. The most important step is to solve those issues. You accomplish this by determining when to escalate the issue, dive into the root issue, or independently tackle the problem yourself. Your hero reputation is continuously earned. And you are seeking to join a team of heroes who support each other.

We are looking for an experienced technician who can translate technical knowledge into action. Join us and help lead our organization through our next phase of growth and impact.

Your responsibilities include:
• Act as a liaison providing critical client base support to internal staff members
• Diagnose technical needs and develops an understanding of root issues
• Collaborates with the operations and technology team to execute on requests
• Takes ownership and ensures proper processes are documented for efficient support
• Escalates unresolved issues to the appropriate technical support partners
• Documents all requests in an issue tracking tool
• Shares knowledge and proactively identifies the needs of the organization

Required knowledge and skills you bring to the team:
• 3+ years of professional experience required
• Basic understanding of Active Directory, hardware, operating systems, client-side networking
• Knowledge in installing and supporting Microsoft Office products
• Strong organizational, time management and communication skills
• Experience and understanding of delivery quality customer service
• Strong critical thinking skills
• Ability to adapt quickly and respond in a fast pace changing work environment
• Ability to work independently as needed
• Ability to work in a team environment to standardize and improve processes, and sharing knowledge and bring value to the team
• Energetic and displays the ability to go above and beyond normal day-to-day expectations as situation arise
• Continually seeks for ways to bring innovative ideas to the workplace

Standout applicants may also bring:
• BA in CS or MIS, MCP, MCDST, or MSCE certification preferred
• Demonstrated supervisory experience is preferred


The Charles Koch Institute and Charles Koch Foundation are working to advance a free society that best achieves long-term peace, civility, and well-being. We do this by supporting universities, non-profits, and professional training programs to find the ideas and talent that will stimulate a movement and change the world.

Because here, your life’s work matters.

Employee Benefits

Flexible and fulfilling work arrangements

401k matching

Comprehensive health, vision, and dental benefits

Full spectrum of life and disability insurance

Vacation, sick, and holiday pay

Eight weeks paid primary caregiver leave

Flexible Spending Accounts

Team-building activities

Continual professional training

Company discounts for entertainment, food, travel, sports, and more

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