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Help Desk Analyst

BWXT is currently seeking a Help Desk Analyst for its Barberton, OH location!
Job Description/Duties:
  • Provides Tier 1 and Tier 2 support role for customers and tracking performance through the IT Support work orders.
  • Configures mobility solutions via highly secured controls
  • Answers incoming calls, e-mails, walk-ins for local and remote customers.
  • Provides customers with local and telephone support by resolving issues, prioritizing issues and escalating as needed.
  • Assists customers with desktop operating systems: e-mail, Microsoft Office, PC hardware, and Remote Access.
  • Provides advanced support for other systems and software used within the company.
  • Documents incident/request specifics in the Incident Management System.
  • Participates in continuous process improvement activities and team projects; making recommendations when possible.
  • Manages backlog of IT tracking system to ensure issues are resolved.
  • Communicates with teams within IT to develop solutions to work orders. 
Job Qualifications/Requirements:
  • A minimum of an Asscociate's degree in a related field is required. 
  • Must have demonstrable skills and knowledge of Windows 7 and Windows 10 software.
  • Proven ability to work in a technical call center, customer service team, and/or IT/Help service center.
  • Must be able to demonstrate superior written, oral, and interpersonal communication skills with the ability to communicate complex issues and solutions to end users.
  • Must be highly self-motivated and directed, with keen attention to detail.
  • Proven analytical and creative problem-solving abilities is required.
  • Ability to work in local and remote teams.
  • Must demonstrate software troubleshooting experience.
  • Ability to improve processes to become more efficient. 
  • Must be a U.S. citizen with no dual citizenship.
  • Must be able to obtain and maintain a U.S. Department of Energy (DOE) clearance.