Help Desk Analyst

1 week ago

Salem, Oregon, United States Crescens Full time
Job Title: Help Desk Analyst
Job Location: Salem, Oregon
Duration: 12+ Months

Notes: Candidate Must Be Local, Must be on site
Description:
  • The primary purpose of this position is to provide internal service desk support services.
  • This includes the provisioning, setup, configuration, and continued administration and support of end-user technology such as desktop computers, laptops, mobile phones, peripherals, and software.
  • This position is a customer service role, meaning that frequent user interaction is required to troubleshoot problems, provide support, and communicate about resolutions and timelines.
  • Assists end-users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities.
  • Documents, tracks, and monitors the problem to facilitate a timely resolution.
  • Relies on established guidelines and instructions to perform daily job functions.
  • Works under immediate supervision.
Customer Assistance
  • Provides level 1 and occasional level 2 user support for end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to support efficient and effective business functions.
  • Receives and responds quickly to user or technology issues (e.g. user or team member reported technology problems, concerns, questions, requests) to deliver responsive technical support and communication.
  • Requests additional information to ensure that problems are fully understood and that customer's feel heard.
  • Analyzes issues and, if possible, resolves matters immediately to meet customer needs.
  • Thoroughly document issue details, troubleshooting steps are taken, and resolution is taken to build a technical support knowledge base, support reporting metrics, and allow issue follow-up.
  • Independently manages workload and shares anticipated resolution timelines when additional work is required to ensure that issue follow-up occurs and that customers are informed.
  • Identify likely next steps for resolution and route issues to appropriate team members when escalation (e.g., level 2 or 3 support, complaints) or transfer is required to facilitate seamless support transition.
  • Contact hardware, software, and service vendors for troubleshooting, support, or warranty requests to address issues.
  • Assists with technical training to ensure that agency staff are prepared for changes and can use tools effectively.
  • Provides subject matter expertise, serving as a willing source of knowledge and a change champion.
  • Diagnoses and troubleshoots technical and business process problems to resolve issues quickly.
Operations
  • Monitors end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to quickly address performance, security, or usability problems.
  • Configures, installs, and maintains end-user technology to ensure that technology is current, secure, supported, licensed, and aligned to agency and enterprise technology standards and reference models.
  • Assists in maintaining an inventory of all IT assets, including physical assets, licenses, and subscriptions, to support informed IT planning and decision-making.
  • Construction Assists in developing user training material, job aids, and manuals to allow effective use and understanding of agency technology.
Operations
  • Assists in developing and refining desktop installation processes and images to facilitate quick deployment of desktop systems and assure appropriate software license distribution.
  • Researches and makes recommendations for end-user technology (e.g., hardware, software,
  • printers, file storage, information services, telephony equipment, and mobile devices) to ensure that the agency is innovative, meets business needs, and aligns with Enterprise and agency strategy, policy, and best practices.
  • Assists in identifying technology solutions by researching industry products, peer implementations, enterprise standards, and agency architecture to ensure that solutions are appropriate, available, secure, and sustainable.

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