Help Desk Analyst

The Help Desk Analyst is responsible for assisting and providing technical support for Live Scan agencies statewide, to answer questions from agencies and IT suppliers about the Live Scan onboarding process, to answer and track incoming calls and email requests for technology assistance related to purchasing new equipment and upgrading existing equipment, to answer questions related to establishing network connectivity from agency Live Scans to Live Scan cloud hosts, to create/maintain computer software/hardware inventories;

to prepare and coordinate the completion of agency MOUs, to generate help desk tickets and forward service requests to IT suppliers, to monitor open tickets, and provide status updates to users. Performs other duties as assigned.

Advanced computer skills are required, particularly related personal computers, PC peripherals and network Help Desk support services that align with the responsibilities summarized in the Job Description. In addition, strong candidates will have expertise related to troubleshooting computer software/hardware problems; advanced customer relations skills; good verbal and written communication skills; ability to control and manage several projects simultaneously; working knowledge of MS Word, MS Excel, and MS outlook;

and strong analytical and decision-making skills.