Help Desk Analyst 3/HDA 3
Interviews will be in person
Resumes due by 2/8 at 3pm
Manager needs an SME type resource that has extensive exp with Help Desk(I-III) and strong enough to work independently, strong MS troubleshooting skills, fix app errors, OUTSTANDING customer service. Needs a person that can perform in all levels (take calls, fix remotely if possible, go to customer and fix onsite, etc.) and also have server and network exp and has done this independently, the go to guy for answers and issue resolution.
We are currently a Microsoft shop, should know all the latest and greatest Microsoft tools.
1. Installs, maintains, configures, upgrades and/or administers hardware and/or software in assigned multiple technology
domains.
2. Diagnoses, analyzes and resolves issues for customer(s) across assigned multiple technology domains.
3. Creates, organizes, files and maintains documentation.
4. Reviews and monitors enterprise security systems; takes appropriate action and responds to alarms/alerts per agency
policy and procedure (e.g., anti-virus, spam).
5. Interfaces with other platforms from a hardware and/or software perspective.
6. Answers questions and presents informal mentorship opportunities to peers and/or lower-level staff via conversation,
Years of Relevant Experience:
5 plus years field experience
Preferred Education:
4 year college degree in field of specialty
Role Description:
All roles specified in HDA 1 and 2 plus the following:
•Manage expectations at all levels: customers/end users, executive sponsors.
•Ensure quality standards are followed.
•Monitor the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
•Act as the escalation point for high priority support issues.
•Ability to make recommendations on policies on system use and services.
Provides help desk support within the DSA (e.g., serves as initial contact for internal & external customers; interviews customers to determine nature & extent of problem; prioritizes & documents problem &/or uses trouble ticket system to document), conducts analysis & research of simple computer hardware & software problems (e.g., wide area &/or multi-network; mainframe & multi-operating systems, password resets &/or software applications), directs issues to appropriate higher-level network services technician &/or programmer/analyst for resolution &/or mentoring (i.e., to develop & enhance ability to monitor & maintain data communications/telecommunications systems equipment, & provide network support for both large area network & wide area network) which may include performing first level help desk support at user-site or in off-site locations on rotational basis. Documents current network infrastructure, desktop processes/procedures &/or telephone system & processes; ensures all circuits are in working order; runs network diagnostics; creates & maintains user connectivity; communicates network, LAN &/or WAN problems to appropriate network staff; implements security priorities.
Troubleshoots, unpacks, sets up & configures personal computers/notebooks; researches & refers to data Communications/telecommunications &/or network standards manual or technical documentation to assist higher-level information technology professionals in developing plans or installation, upgrade &/or removal of data communications/telecommunications equipment &/or services; deploys hardware to users following standardized procedures for imaging, asset management & AD protocols.
