Help Desk Analyst

SUMMARY:

The Help Desk Analyst will be accountable for the continuous, proper functioning of the agency's information technology systems. At the direction of management, the Help Desk Analyst will support the automation operations of the Agency. In addition to providing front-line support, the Help Desk Analyst will also be involved in troubleshooting, network systems installation and maintenance, file backup, and staff training.

ESSENTIAL FUNCTIONS:

• Provide first-tier help desk support for an agency management system, Office, Outlook, and PC applications. Assume responsibility for monitoring the agency helpdesk email account and assign issues to other colleagues as required
• Perform PC hardware and printer installation, maintenance, and support. Assist with a mobile device and PDA support. Maintain equipment for quality assurance and agency standards purposes. Employ consistent problem-solving methods to resolve technical problems
• Perform daily, monthly, and year-end maintenance procedures. Load updates to various systems as directed/required. Support and adhere to agency security policies and procedures
• Maintain inventory of all equipment and software as required
• Assist in the support and training of colleagues. Assist in the development and implementation of procedures for system use.
• Develop methods to utilize the system to increase productivity and resolve problems
• Travel to branch offices, as needed
• Participate in seminars and other training to increase the knowledge base and skill development

ADDITIONAL RESPONSIBILITIES:

This job description is intended to describe the level of work required of the person performing the position. Essential functions are outlined; however, other duties may be assigned, as needs arise, or required to support the essential functions. Specific performance objectives may be developed each year to measure the performance of the tasks and functions listed in this job description.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Thorough understanding of agency workflow and processes
• Ability to work within a fast-paced, changing priority environment
• Analytical, imaginative, creative, and self-motivated, with the initiative to prioritize and be self-directed
• Regular and punctual attendance is required
• Ability to communicate effectively, both verbally, and in writing
• Excellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levels
• Ability to promote, and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the Agency
• Ability to listen to a question, analyze and work through the problem, and explain the solution to the inquiring person so that he/she is confident in his/her ability to complete the task independently.
• Ability to travel, occasionally overnight, as needed
• Ability to successfully adhere to company policies and procedures, as well as maintain strict confidentiality

QUALIFICATIONS:

• 1-3 Years of Microsoft Networking and applications experience preferred
• 4-year degree and automation designations preferred

WORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:

• Fast-paced, multi-tasking, office environment with periodic high disruption and changing priorities
• Ability to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequently
• Ability to lift up to 20 pounds occasionally
• Requires operation of a computer workstation, including keyboard and video display
• All requirements may be modified to reasonably accommodate physical or mental impairment