253-004 - HELP DESK ANALYST
|Title: Help Desk Analyst|
Grade Number: S06; Exempt
Department: Information Technology
The Help Desk Analyst works within the Client Services group of the core IT department to support the enterprise environment. The key responsibility is support of the Microsoft Windows desktop computer environment. This is accomplished by troubleshooting & support of end users hardware and software platform, installed applications and peripherals. The successful candidate will be proficient in written and verbal communication, decision making, systematic problem solving, attention to detail, multitasking, ability and adherence to policies and procedures.
The Desktop Support Specialist works under the direction of the IT Operations Manager and the supervision of the IT Operations Team.
ESSENTIAL DUTIES AND RESPONSIBILITIES
o Identify and remedy endpoint and network issues
o Provide support for desktop computing environment
o Provide support for peripheral devices - Printers, Copiers, Scanners, etc.
o Maintain the integrity, functionality, reliability, and availability of desktop systems & applications
o Create & maintain desktop PC images
o Develop software distribution packages
o Use excellent customer service skills to educate desktop users
o Develop desktop-related processes, procedures, & documentation
o Plan & implement enterprise application distributions
o Administer Active Directory as necessary
o Evaluate, test, and implement new hardware, software, & patches
o Enforce & assist in administering all desktop policies and ensuring the security of the desktop computing environment
o Develop & present documentation & training for end user support.
o Review system event logs
o Perform backup and restore operations
o Manage and report time spent on all work activities.
o Work and excel in a team-based environment
o Engage in strong communication skills; both written and spoken
o Analyze existing processes and collaborate on process improvement
o Perform any other duties required for the ongoing operation of the IT department.
o Participate in on-call support required on a rotational basis
A. 2-5 years' relevant experience with support & troubleshooting Microsoft Windows client-side technology.
B. Understanding of network and distributed computing concepts
C. Experience with some or all of the following
D. MS Windows Operating Systems
E. Antivirus/Endpoint Protection
F. Patch Management
G. Proficient with Active Directory Services Interface & Security
H. MS Exchange Server / Webmail / Mobility
I. SQL Server
J. IIS Server
K. Terminal Server Services
L. Systems Management Server
M. Sharepoint Portal Server
N. Virtual PC/ Server
O. Understanding of DHCP, TCP/IP, WINS, DFS, VPN
P. Understands the design of consistent network-wide file system layouts
Q. Ability to write scripts in a particular administrative language
R. Provide quality and effective customer service with courtesy and understanding to our customers, citizens, and internal departments.
S. Ability to multitask and prioritize tasks
EDUCATION & EXPERIENCE:
Bachelor's degree in Computer Science, Information Systems, Engineering or Business OR Associates degree / Technical School with relevant work experience
Minimum IT Certification Level Required within 6 months of hire: Cisco (CCENT or CCNA), CompTIA (A+, N+, or Security+), or Microsoft MTA (Server, Networking, or Security)
TOOLS AND EQUIPMENT USED
This position requires intensive daily use of computers, phone, and other electronic devices including network test/repair tools.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is constantly required to sit and talk or hear. The employee is required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
The employee must occasionally lift and/or move up to _75_ pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet.
Formal application, rating of education and experience; oral interview and reference check; job related tests may be required.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.