JOB DESCRIPTION

Title: Help Desk Analyst
Grade Number: S06
Department: Information Systems
Union: No

Help Desk Job Summary:

• We are seeking a detail-oriented, thorough, and organized help desk employee to join our growing team. In this position, you will be responsible for providing technical assistance and support to clients with computer systems, hardware, or software issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

Supervision Received:

• The Desktop Support Specialist works under the direction of the Senior Help Desk Analyst and the IT Service Coordinator.

Help Desk Duties and Responsibilities:

• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Respond to customer queries by phone and email.
• Create step-by-step training material with screenshots for clients.
• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware.
• Document internal procedures.
• Maintain daily performance of computer systems.
• Ask educated questions and listen to customers to determine root cause of issues.
• Work through the problem-solving process with customers, empowering them to do the same in the future.
• Run diagnostic problems to resolve problems.
• Clean up computers.
• Train incoming staff.
• Report significant and recurring issues to the tier-2 support team.
• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.

Help Desk Requirements and Qualifications:

• Proven experience as a Help Desk Technician or other customer service role.
• Ability to diagnose and resolve basic computer/technical issues.
• Excellent communication skills.
• Understanding of DHCP, TCP/IP, WINS, DFS, VPN.
• Understands the design of consistent network-wide file system layouts.
• Provide quality and effective customer service with courtesy and understanding to our customers, citizens, and internal departments.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is constantly required to sit and talk or hear. The employee is required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
• The employee must occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually quiet.

Selection Guidelines

• Formal application, rating of education and experience; oral interview and reference check; job related tests may be required.
• The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
• The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Respond to customer queries by phone and email.
• Create step-by-step training material with screenshots for clients.
• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware.
• Document internal procedures.
• Maintain daily performance of computer systems.
• Ask educated questions and listen to customers to determine root cause of issues.
• Work through the problem-solving process with customers, empowering them to do the same in the future.
• Run diagnostic problems to resolve problems.
• Clean up computers.
• Train incoming staff.
• Report significant and recurring issues to the tier-2 support team.
• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting