Helpdesk Analyst

The Helpdesk Specialist is a first level rep to the technical support team. They answer a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion.

Onsite : 3 Days-12 hrs. shifts / 1 Day every other week 8hrs

Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below :

Work Arrangement / Schedule

Onsite - 6 PM - 6 AM : 3 Days-12 hrs shifts

Sunday : 9 AM - 6 PM : 1 Day every other week 8hrs

Customer Support Entry Roles and Responsibilities

i. Answer calls in a dynamic IT operations environment, supporting multiple agencies

ii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations

iii. Log and route service requests and incidents in an incident management system

iv. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis

v. Provide a high level of customer service to end users on a daily basis

vi. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications

vii. Troubleshoot issues related to agency specific applications and web applications

viii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets

ix. Collaborate with the IT leadership team to select and implement cost-effective technology for District

x. Maintain service level agreements related to both Call Center and Desk Side support Service / Incident requests

xi. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents

xii. Adhere to all Enterprise-wide security policies related to security and integrity of Resources

Skill

Required / Desired

Amount

of Experience

Bachelor's degree in IT or related field or equivalent experience

Required

Years

Customer service support experience in either a face to face or phone support role.

Required

Years

Excellent written and verbal communication skills in a professional setting

Required

Years

Provide technical support to computer system users by telephone, email, and etc.

Required

Years

Maintain computers, systems, and printers in a professional setting

Required

Years

Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x)

Required

Years

Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x)

Required

Years

Experience providing technical support in a call center environment where the candidate received multiple calls at once.

Required

Years

Provide customer-oriented results and build an efficient end-user support environment.

Required

Years

Experience with basic Active Directory functions such as account creations, password resets, and OU Management

Required

Years

Knowledge of Microsoft Office Suite (Office 365)

Required

Years

Microsoft Certifications : MCP, Windows , 10, CompTIA A+ etc.

Highly desired

Please confirm with candidate before submittal that he or she will be able to pass a criminal check; this includes warrants.