Help Desk Analyst
Job in
Salem, Marion County, Oregon, 97308, USA
Listed on 2026-05-07
Listing for:
STI
Full Time
position Listed on 2026-05-07
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
- 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.
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