Help Desk Analyst - Level 2

The candidate is an excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand.

- They can demonstrate the ability to work well in a fast-paced, iterative, deadline-driven environment and can organize, prioritize, and meet established deadlines.

- The candidate will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures.

- Other duties include but not limited to reviewing and responding to helpdesk tickets, adhering to security policies and procedures, and using administrative tools to manage workflow.

- The candidate should also have knowledge with Microsoft Teams, Microsoft Office 365, Windows 11, Active Directory and experience using Microsoft Excel, Word.

- This position will also provide technical support for Mainframe Applications (training on these systems will be provided).

Qualifications and Skills Desired:

- Graduation from an accredited college or university with a Associates Degree in a field related to computer science, information technology

Substitution:
Applicants who do not possess the required education may substitute additional paraprofessional and/or professional IT technical experience or experience related to the area to which the applicant is applying on a year for year basis with one year of such experience being equal to 30 semester hour credits.

Responsibilities:

- Maintain a working knowledge of Help Desk and IT Operations procedures.

- Log all incoming problems and requests and actions taken to resolve them.

- Provide first response help desk support to all customers and users.

- Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests.

- Provide support for AOC business applications.

- Provide follow-up status to end-users in accordance with specified support policies and procedures.

- Ensure closed problems are adequately documented.

- Assist with other tasks as assigned by management.

- Notify management of all major incidents, problems immediately and with confidentiality.

- Conduct quantitative and qualitative research related to processes, programs and projects.

- Update Solutions Knowledgebase and Documentation

- Work with management on new projects, as assigned.

- Provide support to other units and/or divisions when called upon.

Fill the skill matrix below:

Skill

Amount

Candidate's No. of years of experience

Professional Experience working in IT Tech

Required

3

Experience working at a call center creating and troubleshooting tickets

Required

2

Experience developing technical documentation for customers

Required

1

Experience with Level 2 technical SW support

Required

2

Experience performing desktop application support either remote or in-person

Required

2

An Associate's Degree in any field from an accredited college or university

Highly desired

Experience with State Government

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