Help Desk Support Analyst

4 days ago

St Petersburg, United States Pinellas Suncoast Transit Authority Full time
BASIC PURPOSE

The Goal of the PSTA IT department is to lead, research, purchase, secure and manage all Authority technologies through recommendations and participation for the divisions within the agency. The department provides and maintains the infrastructure to drive change.

The Help Desk Support Analyst will be responsible for providing first-level contact for incoming systems issues, answering questions, and providing guidance to customers. The Analyst plays a crucial role in maintaining the efficiency and productivity of our organization by ensuring timely and effective resolution of IT-related problems. Responsibilities will include troubleshooting hardware and software problems, providing basic technical support, and escalating more complex issues as needed.

This is a full-time position that requires regular and reliable on-site attendance based on business need. There is the ability to work a flexible schedule, including some overtime as approved in advance.

ESSENTIAL FUNCTIONS

• User Assistance: Provide guidance and support to end-users on how to use software applications, operate hardware, and follow IT policies and procedures.

• Maintain excellent verbal and written communication to provide customer service that empathize with and support users, ensuring a positive experience.

• Technical Support: Respond to and resolve incoming support requests via phone, email, or ticketing system in a timely and professional manner.

• Troubleshooting: Strong problem-solving skills with the ability to diagnose and resolve basic hardware, software, and network issues. This includes setting up new user accounts, installing software, and troubleshooting common problems.

• Escalation: Understands how to triage and prioritize issues. Identify and escalate complex technical issues to Tier 2 or higher-level support teams as needed, ensuring clear and detailed information is provided for resolution.

• System Monitoring: Monitor and report on system performance, alerting higher-level support staff to potential issues or irregularities.

• Documentation: Maintain accurate records of all support requests and resolutions in the ticketing system.

• Document issues, solutions, and recurring problems to help improve overall support processes.

• Continuously maintaining ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.

• Training and Development: Stay current with new technologies and best practices in IT support. Participate in ongoing training and development activities to improve technical skills, knowledge and further career development opportunities.

• Keep up to date with knowledge-based articles and other technical-related documentation.

• Reporting: Provide quarterly Help Desk updates and reports to Management. With guidance and assistance from your manager, analyze the performance of Help Desk activities and documented resolutions, identify problem areas, and devise solutions to enhance the quality of service to prevent future problems.

• Process and handles requests and orders for computer equipment throughout the lifecycle of the equipment.

• Collaborate with other IT team members to implement and maintain new technology solutions.

• Assist in inter-departmental projects to ensure the target deliverables are met.

• Manage multiple tasks in a fast-paced environment with competing priorities.

• Responds to alerts or emergency issues during normal business hours and when on-call.

• Performs other work-related duties as assigned.

• Must be available to work after hours or at weekends.

MINIMUM QUALIFICATIONS

Education: A Degree from an accredited college or university in MIS, Information Technology, Computer Science, or closely related field. Bachelor's Degree preferred but not required. Education may be substituted at the rate of two years of relevant professional experience per one year of education (e.g. Associates Degree plus two years' experience; or no degree and four years' experience).

Experience: Minimum of two (2) years of experience in a technical support role, preferably within an IT Managed Services Provider environment. Strong technical background and experience with common Service Desk tools, including remote support tools, ticketing systems, and monitoring tools.

• Excellent communication and interpersonal skills, with the ability to communicate technical information to both technical and non-technical audiences.

• Ability to work effectively in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously.

• Enjoy being part of a team and working well with technical and non-technical team members.

• Licenses/Certifications:

-Valid Florida driver's license

-Training/certification: CompTIA A or Network , Microsoft Desktop Support for Windows 10 or later, Microsoft Certified Professional (MCP), or similar are a plus but not required.

-Familiarity with networking concepts is a plus.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of: Knowledge and experience with installation configuration, and management of various hardware, MS-Windows 10 Professional, and MS Office Professional and most common troubleshooting techniques. Passion for learning new technologies and processes.

Abilities: Must be able to communicate both orally and written. Must be able to prepare a variety of system reports, handle multiple tasks, and ensure that all work is completed timely and accurately and that internal controls are in place and followed. You must pay strict attention to detail. Must be flexible in accepting work assignments and able to meet strict deadlines. Must be able to implement and follow proper information technology security procedures.

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