Help Desk Analyst

About the role

The agency needs to engage the service of a Help Desk Technician consultant position. The candidate will provide telephone and remote control support for level one computer issues and participate in the processing and maintenance of DCF User Administration forms.

Responsibilities

• Provide telephone and remote control support for level one computer issues
• Participate in the processing and maintenance of DCF User Administration forms
• Receive forms for agency staff, verify completeness, make necessary changes to system administration and maintain proper retention of the forms
• Communicate with agency supervisors and other agencies
• Provide responsive support to agency end users and escalate as necessary
• Review forms for completeness and assist customers with properly completing the forms
• Follow agency procedures for creating and modifying user accounts on various agency systems
• Interact with other state agencies to complete required processing

Requirements

• A minimum of one (1) year of prior experience demonstrating the following knowledge and skills:
• PC Hardware and software installation
• End user support - face to face and via telephone
• Excellent customer service skills

Skills

• Technical familiarity with Microsoft Active Directory
• Experience with Windows 10,11
• Experience with Office 365
• Experience with Device Management, Device Imaging, Device Troubleshooting