Help Desk Analyst

The Help Desk Analyst is responsible for providing first level problem resolution and support to the SAWS’ user community, documenting problems, escalating to higher levels as necessary and coordinating repairs by outside vendors. May assist customers via remote access, phone, or in person., “ Provides first level support and follow-up, through the Help Desk, to the SAWS’ user community regarding computer operations, hardware components, and software applications on multiple platform environments. “ Interviews user, analyzes user’s concern, reviews procedures and actions taken by user, and instructs user to perform diagnostic procedures in order to determine and complete the resolution/escalation of the user’s concern. “ Documents user’s concerns and associated resolutions through Work Order system. “ Maintains technical knowledge by attending training, workshops, and reviewing publications. “ Coordinates repair of printers, copiers, and laptops by outside venders. “ Troubleshoots, configures, repairs, reimages, and issues laptops. “ Performs remote troubleshooting and installation of software applications. “ Applies procedures for Microsoft Office Professional Software Suite, Microsoft Windows 2000 or later version, Attachmate EXTRA!, Symantec Anti-virus software, Microsoft Exchange e-mail, Kronos time and attendance software, Helpdesk management software, and various mainframe-based software applications. “ Applies procedures for Network interface software, Web technology and relational database as they relate to solving basic connectivity problems. “ Establishes and maintains effective working relationships and public relations. “ Performs other duties as assigned.

Decision Making “ This position works under general supervision. “ This position provides functional guidance and may train lower level employees.

” High School Diploma or GED. “ Two years’ experience performing help desk functions or related work. “ Proficient in word processing, spreadsheets, databases, time and attendance, and presentation software. “ Knowledge of Windows operating systems, networking and database concepts. “ Proficient in customer support skills.

Preferred Qualifications “ Associate’s Degree or equivalent amount of credits (60 credits or more) in Computer Science or Information System from an institution accredited by a nationally recognized accrediting agency. “ Microsoft Certified Desktop Support Technician or A+ certification., 1st Level Support, Analysis Skills, Communication Skills, CompTIA A+, Computer Operations, Computer Science, Copying Machines, Customer Escalations, Customer Support/Service, Database Technology, Documentation, Hardware Components, Help Desk, High School Diploma, Identify Issues, Information Technology & Information Systems, Laptop PC, MCDST - Microsoft Certified Desktop Support Technician, Microsoft Windows Operating System, Multiplatform/Cross-Platform, Physical Demands, Presentation Software, Printers, Problem Solving Skills, Public/Media/Press/Analyst Relations, Publications, Remote Access, Software Installation, Spreadsheets, Word Processing

Requires visual acuity, speech and hearing. Constantly works in an office environment and sits for prolonged periods. May be required to work hours other than the regular daytime schedule such as nights, weekends and holidays.