The Help Desk Analyst provides first line technical support and customer service. The responsibilities include responding to Systems or Network Engineers and change requests via telephone, face-to-face, web, remote access, or e-mails.
The Help Desk Analyst opens and works tickets via e-mails, performs troubleshooting procedures, answers technical questions and solves technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity. These include, but are not limited to, desktop PC’s, laptops, scanners, printers, IP/analog phones, faxes, servers, MS Windows 7, MS Office Professional 2010, MS Exchange, MS SQL, MS IIS and various commercial and government software.
When needed, establishes remote connections to PSTA’s network and remote desktop access to client PC’s and installs software.
Provides customer service to customers with questions regarding account administration, distribution of software, system and network status, password requests, media validations and other general questions via telephone, web, e-mail, and face-to-face.
Works with network accounts to include creating and maintaining accounts using Active Directory and Microsoft Exchange.
Works closely with all areas to continuously improve customer support procedures and customer satisfaction.
May be required to install cable to racks or workstations and terminating cables.
Performs other work-related duties as assigned.
Education: Associate level degree in related field and at least two years of equivalent work experience required.
Education may be substituted at the rate of two years of relevant professional experience per one year of education (e.g. Associates Degree plus two years’ experience; or no degree and four years’ experience).
Experience: Minimum of two to four years of related experience.
Valid Florida driver’s license
Microsoft MCP or Help Desk certifications strongly desired
Training and certification for CompTIA A+, CompTIA Network+, and Microsoft Desktop Support for 7 or later preferred
KNOWLEDGE, SKILLS AND ABILITIES:
Ability to determine own approach for completing work, given general guidelines.
Ability to work in a dynamic environment that requires being sensitive to change and responsive to changing goals, priorities, and needs.
Analyze situations, identify problems and recommend solutions.
Ability to work in a responsive environment where co-workers present problems for resolution; responsible for determining the problem and creating an individual solution for the issue.
Interact professionally with PSTA and vendor staff.
Excellent verbal, written and interpersonal skills.
Ability to organize and prioritize work and to meet deadlines.
Ability to prepare and edit clear and concise written reports, policies/procedures and production publications.
Ability to interact positively with a variety of personalities internally and externally.
Ability to maintain strict confidentiality.
Ability to set and execute departmental goals and objectives.
Analytical/problem solving ability.
Ability to be a flexible, effective team leader/player.
Interacts daily with supervisors, peer groups, and customers.
May need to work after hours or weekends on special projects.