The Help Desk Analyst provides first line technical support and customer service.
The Help Desk Analyst duties include supporting change requests via the agency ticket system, telephone, email, direct contact, web, or remote access. Support provided on, but not limited to, desktop PC’s, laptops, scanners, printers, IP/analog phones, faxes, servers, MS Windows 7/10, MS Office Professional 2010/2016, MS Exchange, MS SQL, MS IIS and various commercial and proprietary government software.
Acts as primary end-user support and central point of contact, receiving and prioritize support requests via support ticket system, e-mail, telephone, and direct contact.
Monitor, maintain, and update the Help Desk ticket system platform. This includes evaluating and dispatching incoming requests for support.
Extensive contact with internal customers and external vendors to identify, research, analyze, and resolve system issues and problems.
Manages and maintains complex systems, as instructed, through collaboration with Systems or Network Engineers.
Performs troubleshooting procedures, answers technical questions and solves technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity.
Establishes remote connections to PSTA’s network and remote desktop access to client PC’s and installs software.
Maintains network accounts, to include creating and administering Active Directory and Microsoft Exchange accounts.
Communicates effectively with all task area staff to continuously improve customer support procedures and customer satisfaction.
Perform basic networking duties, including cable installations or terminations.
Must be available to work after hours or weekends on special projects.
Performs other work-related duties as assigned.
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).
Minimum of two years of related support experience.
Minimum of two years maintaining help desk systems and associated knowledge base.
Valid Florida driver’s license
Microsoft MCP or Help Desk certifications (strongly desired)
Training/certification: CompTIA A+ or Network+, or Microsoft Desktop Support for Windows 7 or later (preferred)
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of: Relevant technology skills and industry standards.
Skilled in: Interact professionally with PSTA and vendor staff. Excellent verbal, written and interpersonal skills.
Abilities: 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. 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.
PSTA IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER