Help Desk Analyst HDA1
NFP: $25.69
Posting will close to resumes on Wednesday, October 2, 2019 at 10am
Job Classification: Help Desk Analyst (HDA1)
Role: Help Desk Analyst 1 (HDA1) with expertise in IT. The HDA1 is requested from
October 21, 2019 to June 30, 2020 (1456 hours)
ALPS Project: DOT – Staff Augmentation
MBE/Open Market: Open Market
RequirementDescription:
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. Ability to image machines and install complicated software.
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, research cause, and remediate.
6. Experienced in building, setup and removal of desktop equipment (PCs,
laptops, phones, peripherals, software, etc.)
7. Troubleshoots basic network, software, printing and/or installation problems
8. Supports staff with hardware moves for facility reorganization.
9. Experience with ServiceNow and Knowledge Base preferable.
10. Consultant must be available to work a standard 8 hour shift between the
hours of 7AM and 5PM. (Expect regular changes to either the earlier or later
shift).
11. Consultant must be punctual and reliable: arriving at work on time is
essential and required as this is a Customer Service Environment.
Experience:
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.
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.
11. Ability to understand and follow processes established for the Service Desk.
MandatoryRequirements/Time:
1. 2 Years IT experience.
2. 2 Years Troubleshooting experience.
3. 2 Years experience documenting procedures.
Desired Skills/Time:
• Experience using ServiceNow is required.
• Retail customer service experience is desired.
• Service Desk experience is required.
