Help Desk Analyst

The State is seeking a Help Desk Technician consultant to provide Level 1 technical support and user administration services. This role will deliver telephone, remote, and limited face-to-face support for end users, with a strong emphasis on processing, verifying, and maintaining agency User Administration forms for employee moves, adds, and changes. The position requires exceptional attention to detail, adherence to established procedures, and a strong customer-focused mindset.

Minimum of one (1) year of experience providing:

PC hardware and software installation

End-user technical support (face-to-face and telephone)

Excellent customer service

Strong attention to detail and ability to follow defined processes and protocols

Ability to communicate clearly with technical and non-technical users

Respond promptly to service requests and escalate issues appropriately following agency protocols

Review User Administration forms for completeness and accuracy

Create, modify, and maintain user accounts across multiple agency systems in accordance with established procedures

Perform PC hardware and software installations, device imaging, and device troubleshooting Experience with computer system and user administration

Working knowledge of Microsoft Active Directory

Experience supporting Windows 10 and Windows 11

Experience with Microsoft Office 365

Experience with device management, device imaging, and device troubleshooting