Information Technology Help Desk Analyst

This position will work under general supervision of the Help Desk/Lead to provide technical and informational assistance and guidance to customers/end-users. They will be supporting technology for approximately 350 endpoints., Examples of duties include:

• Technical support for legislative computer systems, either in-person or remotely.
• Support State Senators on the floor while the Legislature is in session.
• Manage the incident lifecycle using the Legislative ticketing system, ensuring rapid and resolution of user issues.
• Install new and/or update laptops, printers and peripherals and client software.
• Reset passwords
• Enforce compliance with security policies and other standards.
• Manage the full hardware lifecycle for 350 endpoints, from deployment and inventory tracking to secure decommissioning.
• Read hardware and software documentation for the purpose of carrying out core assessments.
• Develop, enhance and maintain documentation for the Legislative Technology Center.
• Keep current on trends, developments, innovations and equipment used.
• Upon request, provide research on technical products.
• Assists in creating training materials.
• Provide other duties as assigned.

• Knowledge of customer service and support practices, methods, concepts and standards.
• Knowledge of methods for troubleshooting, recovering, adjusting, modifying and improving information technology systems.
• Excellent oral and written communication skills, including technical information and documentation of operational procedures and problem resolutions.
• Proficient in Windows 11, Active Directory, Google Workspace and macOS endpoints.
• Basic knowledge of TCP/IP networking.

Abilities:

• Analyze user needs, troubleshoot and apply general rules to logically problem solve.
• Install hardware and software.
• Establish and maintain effective and professional working relationships.
• Ability to deliver responsive quality customer service.
• Excellent interpersonal skills with the ability to collaborate with Senators, legislative staff, stakeholders and the public.
• Ability to work independently, organize and manage work and maintain confidentiality.
• Ability to produce quality work under pressure and in a fast-paced environment., * Associate degree or equivalent vocational technical training in computer science, data processing operations, information technology, information management systems or network. Relevant work experience may substitute on a year-for-year basis.At least two years’ experience installing and using software applications, operating data processing systems, or instructing others in the use of applications or systems.

Salary: $31.269/hour ($65,040/year) up to $35.174/hour ($73,162/year)