Job ID :
778
Company :
State of Ohio
Location :
columbus, OH
Type :
Hire
Duration :
6 Months
Rate :
Open
Status :
Active
Openings :
1
Posted :
6 years ago
Job Seekers, Please send resumes to resumes@hireitpeople.com or Call: (202) 719-0200 Ext: 127

Short Description:

 

The Help Desk Analyst provides Helpdesk Level  Support by performing the skills listed below.  This is a new request for a Help Desk staff member serving as a level 1 support contact for all end users.

 

Complete Description:

This is a new request for a Help Desk staff member serving as a level 1 support contact for all end users. While under limited supervision and in collaboration with other technical staff, this position will support the agency with efforts related to the Help Desk by logging all incident tickets to the appropriate queue and managing the ticket lifecycle. The successful candidate will assume this role to allow more experienced technicians to focus on advanced troubleshooting of problems and projects.

 

The Help Desk Analyst provides Helpdesk Level  Support by performing the skills listed below.

 

Years of Relevant Experience:

1 to 3 years field experience

Preferred Education:

2 year associates degree or equivalent technical study.

Role Description:

•Provides technical assistance, support, and advice to end users for hardware, software, and systems.

•Provides hands-on technical assistance to business and technical users.   

•Investigates and resolves computer software and hardware problems of users.

•Serves as a contact for level 1 support.

•Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

•Determines whether problem is caused by hardware, software, or system.

•Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

•Talks with technical and non-technical co-workers to research problem and find solution.

•Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

•Experienced with a variety of call-tracking software and systems.

•Reads trade magazines and engages in independent study to maintain current industry knowledge.

•Follow quality standards, and displays strong customer service skills.

•Ability to work in a team environment.

•Complete assigned tasks.

•Strong communication skills; both written and spoken.

 

Meets all role descriptions for the job tile of Help Desk Analyst (HDA1) as defined by the MSP.

 

Additional Minimum and preferred skills and experience:

The successful candidate for this engagement must have the following MINIMUM skills, abilities and experience. Any candidate who does not meet or exceed ALL the minimum qualifications listed below will not be considered for the engagement.

•             Minimum of 3 years IT experience

•             Minimum of 3 years experience using Microsoft Operating Systems (Windows 7) and Microsoft Office products (Word, Excel, Power Point and SharePoint)

•             Receive telephone calls and e-mails from users having problems using computer software and hardware; ascertain the nature of a problem and log the incident into the tracking system

•             Makes appropriate use of reference publications and diagnostic aids in resolving technical problems

•             Communicate accurate and useful status updates to co-workers and management

•             Manage and report time spent on all work activities; follow quality standards while completing assigned tasks

Preferred skills and experiences:

•             Experience with Service Desk Plus software

•             CompTia’s A+ certification

•             Associate’s Degree in Information Technology, CIS, MIS or related field of study

•             Basic understanding of the Software Development Life Cycle (SDLC), IT systems (including telecommunications) processes, methodologies and their direct implementation to projects

•             Strong communication skills; both written and spoken

 

Skills:

IT experience

Required 3 Years

 

Microsoft Operating Systems (Windows 7) and Microsoft Office products (Word, Excel, Power Point and SharePoint)

Required 3 Years

 

Experience with telephone calls,e-mails from users, ascertain the nature of a problem, logging issue

Required

 

Use of reference publications and diagnostic aids in resolving technical problems

Required

 

Communicate accurate and useful status updates to co-workers and management

Required

 

Manage and report time spent on all work activities; follow quality standards while completing assigned tasks

Required

 

Experience with Service Desk Plus software

Highly desired

 

CompTia’s A+ certification

Highly desired

 

Associate’s Degree in Information Technology, CIS, MIS or related field of study

Highly desired

 

Understanding of the Software Development Life Cycle (SDLC), IT systems (including telecommunications) processes, methodologies

Highly desired

 

Strong communication skills; both written and spoken

Highly desired

 

Meets all role descriptions for the job tile of Help Desk Analyst (HDA1) as defined by the MSP.

Required