ODOT is looking for a Help Desk Analyst (HDA3) for an assignment onsite through the end of the fiscal year. Extensions beyond the initial 2000 hours are likely.
Posting will close to submissions: Wednesday, 9/14 at 2pmEST
PLEASE DO NOT reach out to ANY individuals at ODOT regarding this posting nor candidates for this posting. All questions/comments/etc. must be directed to the MSP Team. Thank you in advance for your cooperation and support on this
Local candidates preferred, but onsite interviews are REQUIRED. Do not submit candidates unavailable to interview onsite.
Requirement Description:
HDA3 to help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally.
This position will function as a highly skilled HDA with specific responsibilities that include:
1. Understanding of Active Directory.
2. Understanding of Desktop Support and Software Licensing Services.
3. Uses creativity and innovation to automate and streamline processes and procedures.
4. Understands customer support, likes to work with people and can ensure that the customer is satisfied.
5. Ability to troubleshoot in a high level systematic way. Ability to identify issues and research cause on the phone, remotely and in person and thoroughly document within the ticket.
6. Advance knowledge of all Microsoft Office products.
7. Advance knowledge of Exchange and Forefront Identity Manger (FIM)
8. Working knowledge of secure application access, including VPN and ideally DUO
9. Experienced in troubleshooting and replacing computers, monitors and telecommunication equipment
10. Experience in printer installation and maintenance, including drivers
11. Experience with ServiceNow and Knowledge Base preferable
1. Strong communication/ leadership skills.
2. Strong influence, collaboration and negotiation experience.
3. Ability to collaborate with supporting resources across business and/or functional lines.
4. Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
5. Act as the escalation point for high priority support issues.
6. Ability to interpret end user license agreements.
7. Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets).
8. Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements (Software installation requests).
9. Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
10. Must be knowledgeable in the English language/speak clearly and understandably use the English language.
Mandatory Requirements/Time:
1. 3 Years’ I.T experience.
2. 3 Years’ Troubleshooting experience
3. 3 Years’ experience documenting procedures
Desired Skills/Time:
Experience using Express Metrix is desired.
