Job Classification: (2) Help Desk Analyst (HDA2)
Role: Two Help Desk Analyst 2 (HDA2) with expertise in IT. The HDA2 is requested from January 2, 2018 to June 30, 2018 (1100 hours)
ALPS Project: DOT – Staff Augmentation
MBE/Open Market: Open Market
Requirement Description: HDA2 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.
• Strong communication/leadership skills.
• Strong influence, collaboration and negotiation experience.
• Ability to collaborate with supporting resources across business and/or functional lines.
• Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
• Act as the escalation point for high priority support issues.
• Ability to interpret end user license agreements.
• 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).
• Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements (Software installation requests).
• Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
• Call software and hardware vendors to request service regarding defective products.
• Act as a subject matter expert for one or more custom or COTS applications.
• Talk to programmers to explain software errors or to recommend changes to programs.
• May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
• Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Write software and hardware evaluation and recommendations for management review.
• Must be knowledgeable in the English language/speak clearly and understandably use the English language.
Mandatory Requirements/Time:
. 4 year college degree in field of specialty or equivalent education and experience
combined
. 3 Years’ I.T experience
. 3 Years’ Troubleshooting experience
. 3 Years’ experience documenting procedures
Desired Skills/Time:
• Service Now experience is desired.
