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Helpdesk Analyst
2 months ago
About Us:
Radiant Digital delivers technology consulting and business solutions for commercial and government clients.
Our flexible delivery model allows us to provide end-to-end solution delivery, single project execution, and, or strategic resources. CMMI Maturity Level III and ISO 9001 – 2015 certified.
Required Skills:
A bachelor's or master's degree from an accredited college or university in Computer Science, Information Systems, or other related fields is required. Relevant experience may be substituted for education on a year-for-year basis when applicable.
The Department requires the following experience, skills, and/or knowledge for this position.
- One (1) or more years of experience installing computer hardware and software, including personal computers (PC), printers, and peripherals in both a network and standalone environment;
- One (1) or more years of experience installing and troubleshooting clients in a Microsoft networking environment;
- One (1) or more years of experience installing, troubleshooting, and supporting desktop applications and operating systems (OS), including Windows Office Suiter's OS, Microsoft Office, Outlook, and Internet Explorer;
- Knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP) protocols
- Experience installing, diagnosing, and repairing hardware, including scanners, hard drives, Random Access Memory (RAM), processors, Compact Disc Rewritable (CD-RW), Digital Versatile Disk Rewritable (DVD-RW), multimedia kits, and other peripherals.
Desired Skills
- Experience supporting computers in a criminal justice environment.
- Experience working in a call center environment.
- Experience in Active Directory user administration.
- Provide Tier 1 software and hardware support.
- Assist with maintaining the master knowledge base with how-to documentation.
- Use documented procedures and checklists to provide support to end users with technical issues.
- Use a ticket tracking system to log end-user information, a detailed description of the issue, and troubleshooting steps.
- Attempt first call resolution using basic to moderate troubleshooting steps to resolve common problems.
- Provide triage support over the phone and remotely using department-approved remote tools.
- Escalate problems to Tier 2 technical support.
- Communicate with the end users regarding the status of the issue resolution. Work with teams across IT to quickly identify, escalate, and resolve problems.
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