ODOT is looking for a Help Desk Analyst (HDA1) for an assignment onsite through the end of the fiscal year with a possible extension through FY18. Please see attached JD for any additional information. This is a re-post of position 44790. Please do not submit candidates that were submitted to 44790.
This posting will close to submissions on Monday 3/27 @ 10:00 AM
Job Classification:
Help Desk Analyst (HDA1)
Role:
Two (2) Help Desk Analyst 1 (HDA1) with expertise in IT. The HDA1 is requested from April 17, 2017 to June 30, 2017 (500 hours)
ALPS Project: DOT – Staff Augmentation
MBE/Open Market: Open Market
Requirement Description:
HDA1 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 Desktop Support and Software Licensing Services.
2. Uses creativity and innovation to automate and streamline processes and procedures.
3. Understands customer support, likes to work with people and can ensure that the customer is satisfied.
4. Ability to troubleshoot in a high level systematic way. Ability to identify issues and research cause.
5. Working knowledge of Excel spreadsheets.
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. 1 Year I.T experience
2. 1Year Troubleshooting experience
3. 1 Year experience documenting procedures
Desired Skills/Time:
Service Now experience is desired.
