Help Desk Analyst I
7 days ago
Responsibilities:
• Responding to and resolving hardware and software-related queries and issues.
• Monitoring and processing service requests from various sources and tracking their status.
• Ensuring compliance with software licensing requirements through meticulous inventory management of PC-related equipment and software.
• Evaluating, purchasing, and installing new microcomputer hardware and software according to user requirements and established standards.
• Maintaining up-to-date support documentation, including problem logs, troubleshooting guides, and installation procedures.
• Conducting training sessions for users to enhance their ability to effectively utilize applications.
• Providing secondary system-level support for the city's critical systems, including the City’s Enterprise Resources Planning System.
• Collaborating with the Director of IT and other contract staff to enlist outside support or services as needed.
• Utilizing strong analytical and problem-solving skills to address complex technical issues.
• Leveraging strong written and verbal communication skills to clearly and concisely explain complex concepts and requirements.• Minimum 3 years of experience as a Help Desk Analyst or similar role • Strong knowledge of Cisco Technologies • Proficiency in using and managing Active Directory • Experience in handling Apple Devices • Strong knowledge of Computer Hardware • Experience in Configuration Management • Proven track record of managing Deployments • Proficiency in Microsoft Office 365 • Excellent problem-solving and communication skills • Ability to work in a team and independently • Bachelor’s degree in Computer Science, Information Technology or related field preferred • IT certifications like CompTIA A+ or Microsoft Certified: Azure Fundamentals will be an advantage • Must have a customer-oriented attitude and excellent multitasking skills
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