Help Desk Analyst
Position Type: Hybrid
Hybrid Schedule: 5 days onsite then 5 days telework
Contract Length: 10 months + possible extensions Position Overview: The Help Desk Analyst provides front-line call center support for users, assisting with login issues, password resets, application navigation, and escalating tickets when necessary. This role requires strong communication, problem-solving skills, and the ability to troubleshoot application-related issues efficiently. Duties:
Receive telephone calls and emails from users with application issues or usage questions.
Determine the nature of problems, identify if they are hardware or application-related, and log all issues in the tracking system.
Escalate issues according to established procedures.
Guide users through problem-solving steps to resolve application issues.
Research solutions using technical databases, documentation, and collaboration with team members.
Utilize reference materials and diagnostic tools to resolve technical problems.
Assist in coordinating system changes, upgrades, and new product implementations.
Provide timely, accurate responses to general use and administrative environment questions.
Communicate clear and concise status updates to stakeholders.
Track and report time spent on all assigned activities.
Follow established quality standards for service delivery.
Collaborate effectively within a team environment.
Complete assigned tasks promptly and accurately.
Maintain strong verbal and written communication skills when interacting with users and team members.
3 years of experience promptly answering help desk phone calls.
3 years of experience promptly responding to help desk emails.
3 years of experience escalating issues to senior staff by assigning ServiceNow incidents to the appropriate technical resource.
3 years of experience performing agency computer repairs as needed.
3 years of experience installing software and updates on agency computers.
3 years of experience assisting senior technical staff with lower-level tasks such as acquiring data and running reports.
1 year of experience running daily reports and delivering them in person or via inter-company mail.
1 year of experience creating ServiceNow incidents for all phone and email requests.
1 year of experience providing assistance with cable clean-up, installations, data center cleaning, and moving or racking equipment.
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