Help Desk Analyst

Job Title : Help Desk Analyst I

Location : Salem Oregon 97301

Duration : Long Term

Job Description :

• 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 customers 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.

Required Experience :

IC

Key Skills

user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support

Employment Type : Full Time

Experience : years

Vacancy : 1