Help Desk Analyst

About the role

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.

Responsibilities

• 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.

Qualifications

• High school diploma or equivalent.
• One year of experience in a help desk or technical support role.
• Experience with common IT hardware and software troubleshooting.
• Excellent communication and problem-solving skills.
• Ability to prioritize tasks and manage multiple open cases simultaneously.