Helpdesk Analyst

• Responds to and diagnoses problems through discussions with users and business partners using problem recognition, research, isolation and resolution steps for the Office of the State Treasurer (STO).
• Assists IT personnel, end users and business partners to ensure that programs, systems and equipment meet users’ needs and are understood by users.
• Builds and maintains strong working relationships with key IT product and service providers to ensure performance and service level requirements are met.
• Researches, tests and recommends technology based on best practices and how the agency uses technology. Manages resource requirements to balance user demands.
• Provides technical support for STO business applications by analyzing, identifying, diagnosing and resolving issues.
• Participates in projects and initiatives to advance the STO’s operational effectiveness in cost savings, performance and customer satisfaction.
• Maintains, recommends and documents IT procedures, processes and controls.

DAILY DUTIES / RESPONSIBILITIES: ALL WITHIN PROJECT SCHEDULES AND OTHER DEFINED DEADLINES:

• Provide support with help desk calls resolving approximately 30% of the tickets averaging 6-10 tickets daily
• Provide technical support to ongoing projects assisting with IT needs
• Use critical thinking to help develop IT solutions or troubleshoot problems
• Offer great deskside and remote support to the STO workforce
• Assist with documentation and reporting as necessary

• GREAT CUSTOMER SERVICE
• TECHNICAL TROUBLESHOOTING
• HANDS-ON DESKTOP SUPPORT
• EXPERIENCE WITH WINDOWS AND OFFICE PRODUCTS

PREFERRED SKILLS (RANK IN ORDER OF IMPORTANCE):

• A+, NETWORK+, OR OTHER SIMILAR CERTIFICATIONS
• EXPERIENCE WITH INFORMATION SECURITY FRAMEWORKS OR PROGRAMS
• Customer service skills Yes 1 Expert Currently Using 6 + Years

Additional Skills:

• A+, NETWORK+, OR OTHER SIMILAR CERTIFICATIONS
• EXPERIENCE WITH INFORMATION SECURITY FRAMEWORKS OR PROGRAMS