Help Desk Analyst

Responsibilities

• Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource
• Perform agency computer repairs, as needed
• Install software/updates on agency computers as needed
• Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports
• Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery
• Create ServiceNow incidents for all phone and email requests
• Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment
• Ascertain the nature of the problem, determine whether it is caused by hardware such as modem, printer, cables, or telephone, or is an application issue, and log in the tracking system