3 Help Desk Analyst Jobs in Bowie, MD
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Bowie State University is Hiring a Help Desk Analyst Near Bowie, MD
Posting Details
- Provide Tier Level I technical support via the phone, ticketing system, chat, and remote tools for students, faculty, and staff.
- Answer incoming calls and provide technical support via the phone and remote desktop support tool.
- Fulfilling service requests and resolving incidents.
- Monitor the ticketing system and chat for incoming technical issues or service requests, following through with the appropriate resolution to promptly solve the issues or escalate the ticket to the respective IT personnel.
- Troubleshoot hardware, including desktops, laptops, printers, monitors, and other desktop peripherals.
- Troubleshoot software including Win 11 and Win 10, MS Office, MS Teams, Office 365, Adobe, Zoom, etc., and specialized software.
- Read, understand, and follow the documentation and set up efficient and prompt ticket resolution procedures.
- Record, track, and document all actions taken on customer requests and the final resolution.
- Perform post-resolution follow-ups to help requests.
- Deploy or Replace desktop hardware and software in accordance with standards and procedures.
- Supports requests for desktop computer hardware and software installs.
These are the job duties for required of the position
HDI, ITIL, or A Certification is encouraged.
- Ability to diagnose and resolve end-user network or printer problems, hardware, operating system, and software-related problems, Internet, and local-area network access problems
- Knowledge of operating systems (Windows, macOS) preferred)
- Working knowledge of Win 10 and macOS
- Working knowledge supporting Microsoft Office 365, including Outlook, Word, Excel, and PowerPoint, along with prior experience in Visio, SharePoint, and Project. MS Teams and Zoom.
- Good troubleshooting skills Strong communication skills
- Strong customer service skills
- Effective problem-solving skills
- Effective written and verbal skills
- Must also be able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly and effectively in emergency situations
- Must be able to instruct, direct, guise, and share information with technical and non-technical personnel.
- This position requires mid-level knowledge of hardware, software, local peripherals, and mobile devices in both a PC and MAC environment.
Please be advised, COVID-19 vaccinations are not required but encouraged for faculty and staff to be employed at Bowie State University. This protocol is subject to change.
Some Remote Hours are allowed after completing the probationary period.
Bowie State University offers an excellent benefits package! This includes tuition remission, including eligible dependents, choice of medical/vision plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental, prescription, life insurance, and training and development.
Supplemental Questions
Required fields are indicated with an asterisk (*).
- * Do you have a high school diploma or GED?
- Yes
- No
- * Do you have a minimum of two (2) years of experience in information security or a related field?
- Yes
- No
- * Do you possess an HDI Certification or A Certification?
- Yes
- No
Applicant Documents
- Resume
- Cover Letter/Letter of Application
Job Summary
Full Time
Business Services
$56k-70k (estimate)
06/04/2023
05/23/2024
bowiestate.edu
BOWIE, MD
50 - 100
1865
Private
$5M - $10M
Business Services
Related Companies
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Quotes from people on Help Desk Analyst job description and responsibilities
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Career tips from people on Help Desk Analyst jobs
Use quotation marks for exact phrases.
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Step 3: View the best colleges and universities for Help Desk Analyst.
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