Job Openings >> Help Desk Analyst
Help Desk Analyst
Summary
Title:Help Desk Analyst
ID:1077
Description
Job Title: Help Desk Analyst I
Location: Salem
,  Oregon    97301
Duration: Long Term

Job Description:
  • Provides level 1 and occasional level 2 user support for end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to support efficient and effective business functions.
  • Receives and responds quickly to user or technology issues (e.g. user or team member reported technology problems, concerns, questions, requests) to deliver responsive technical support and communication.
  • Requests additional information to ensure that problems are fully understood and that customers feel heard.
  • Analyzes issues and, if possible, resolves matters immediately to meet customer needs.
  • Thoroughly document issue details, troubleshooting steps are taken, and resolution is taken to build a technical support knowledge base, support reporting metrics, and allow issue follow-up.
  • Independently manages workload and shares anticipated resolution timelines when additional work is required to ensure that issue follow-up occurs and that customers are informed.
  • Identify likely next steps for resolution and route issues to appropriate team members when escalation (e.g., level 2 or 3 support, complaints) or transfer is required to facilitate seamless support transition.
  • Contact hardware, software, and service vendors for troubleshooting, support, or warranty requests to address issues.
  • Assists with technical training to ensure that agency staff are prepared for changes and can use tools effectively.
  • Provides subject matter expertise, serving as a willing source of knowledge and a change champion.

 
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