JOB SUMMARY

The Help Desk Analyst is responsible for providing first level problem resolution and support. May assist customers via remote access, phone, or in person.

ESSENTIAL FUNCTIONS

• Provides first level support and follow-up, through the Help Desk, to the SAWS’ user community regarding computer operations, hardware components, and software applications on multiple platform environments.

• Interviews user, analyzes user’s concern, reviews procedures and actions taken by user, and instructs user to perform diagnostic procedures in order to determine and complete the resolution/escalation of the user’s concern.

• Documents user’s concerns and associated resolutions through Work Order system.

• Maintains technical knowledge by attending training, workshops, and reviewing publications.

• ^{Coordinates repair of printers, copiers, and laptops by outside venders.}

• Troubleshoots, configures, repairs, reimages, and issues laptops.

• Performs remote troubleshooting and installation of software applications.

• Applies procedures for Microsoft Office Professional Software Suite, Microsoft Windows XP or later version, Symantec Anti-virus software, Microsoft Exchange e-mail, Kronos time and attendance software, Helpdesk management software, and various other software applications.

• Applies procedures for Network interface software, Web technology and relational database as they relate to solving basic connectivity problems.

• ^{Establishes and maintains effective working relationships and public relations.}

• Performs other duties as assigned.

MINIMUM REQUIREMENTS

• High School Diploma or GED.

• Two years’ experience performing help desk functions or related work.

PREFERRED QUALIFICATIONS

• Associate’s Degree in Computer Science or Information System from an institution accredited by a nationally recognized accrediting agency.

• Microsoft Certified Desktop Support Technician or A+ certification.