Dover, DE - IT - DOL - Administration - Information Technology - Help Desk Analyst

Overview

Dover, DE - IT - DOL - Administration - Information Technology - Help Desk Analyst 2

Job Summary:

Provide technical assistance, support, and advice to end users for hardware, software, and systems. Provide hands-on technical assistance to business and technical users. Investigate and resolve computer software and hardware problems of users. Serve as a contact for level 1 support. Serve as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary. Determine whether problem is caused by hardware, software, or system.

Answer questions, applying knowledge of computer software, hardware, systems, and procedures. Talk with technical and non-technical co-workers to research problem and find solution. Ask users with problems to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions. Experienced with a variety of call-tracking software and systems. Reads trade magazines and engages in independent study to maintain current industry knowledge.

Follow quality standards and displays strong customer service skills. Ability to work in a team environment. Complete assigned tasks. Strong communication skills; both written and spoken.

• Provide technical assistance, support, and advice to end users for hardware, software, and systems.
• Provide hands-on technical assistance to business and technical users.
• Investigate and resolve computer software and hardware problems of users.
• Serve as a contact for level 1 support and for users having problems using computer software, hardware, and operating systems, escalating as necessary.
• Determine whether problem is caused by hardware, software, or system.
• Answer questions, applying knowledge of computer software, hardware, systems, and procedures.
• Collaborate with technical and non-technical co-workers to research problems and find solutions.
• Guide users through diagnostic procedures via telephone and software or follow instructions.
• Maintain current industry knowledge through independent study and reading trade publications.
• Adhere to quality standards and deliver strong customer service; work in a team environment.
• Complete assigned tasks with strong communication skills.

• Years of Relevant
  
  Experience:
  
  2 to 5 years field experience

• Location:
  
  Dover, DE
• Onsite
• Interview Process:
  Phone screen then in person
• Bill Rate: ***
• Employment type:
  
  Full-time
• Job function:
  Other
• Industries: IT Services and IT Consulting