Help Desk Analyst

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The Help Desk Analyst provides first-level technical support for users contacting the Barnes & Noble Home Office Help Desk.

Essential Functions

• Diagnose and resolve computer problems and requests from users in a timely manner.
• Accurately record such requests into the helpdesk ticketing system (ServiceNow).
• Install, configure and troubleshoot hardware, including but not limited to desktops, laptops, peripherals, network equipment, and mobile devices.
• Install, configure and troubleshoot software packages, including operating systems, desktop software and custom applications.
• Move and set up desktop equipment.
• Respond to calls, and document issues and resolutions in a thorough and timely manner.
• Other task and duties as assigned.


• Degree in Computer Science, Information Systems or equivalent experience.
• 2-3 years’ experience with Information Technology, including 2 years support experience with networked PC equipment.
• Working knowledge of desktop Operating Systems and desktop software including Microsoft Office products.
• Working knowledge of Apple OS and equipment.
• Knowledge of networking topology and protocols.
• Strong technical, analytical and problem-solving skills.
• Strong customer focus and dedication to customer satisfaction.
• Ability to maintain calm demeanor under client deadline pressures.
• Excellent written and verbal communication skills.
• Strong initiative, self-motivation, and ability to complete tasks on time.
• Detail-orientation with ability to handle multiple priorities under minimal supervision.
• Ability to work well in a fast paced, team environment.
• Knowledge of SCCM.
• Must be able to lift and carry up to 50 lbs. of computer equipment on a regular basis.


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