Help Desk Analyst
Role Description:
- Calls software and hardware vendors to request service regarding defective products.
- Acts as a subject matter expert for one or more custom or COTS applications.
- Talks to programmers to explain software errors or to recommend changes to programs.
- May work as an in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
- Tests software and hardware to evaluate the ease of use and whether a product will aid users in performing work.
- Write software and hardware evaluation and recommendations for management review.
- Write or revise user-training manuals and procedures.
- Develops training materials, such as exercises and visual displays.
- Train users on software and hardware on-site or in the classroom, or recommend outside contractors to provide training.
- Provides technical assistance, support, and advice to end-users for hardware, software, and systems.
- Provides hands-on technical assistance to business and technical users.
- Investigates and resolves computer software and hardware problems of users.
- Serves as a contact for level 1 support.
- Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
- Determines whether the problem is caused by hardware, software, or system.
- Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
- Talks with technical and non-technical co-workers to research problems and find solutions.
- Asks users with problems to use the telephone and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions.
- Experienced with a variety of call-tracking software and systems.
- Reads trade magazines and engages in independent study to maintain current industry knowledge.
- Follow quality standards, and displays strong customer service skills.
- Able to work in a team environment.
- Complete assigned tasks.
- Strong communication skills; both written and spoken.
This position will provide IT phone and email support for the 5,000+ members of the company, 122,000+ public users.
After training, this will be telework from home position. The candidate will be expected to have a dedicated workspace available for an employer-provided computer and a stable internet connection.