HHS IT Help Desk Analyst

General Function

Under supervision of Level II agents and management, the HHS IT Help Desk Analyst will provide technical software, hardware, and network problem resolution, making independent decisions by performing question/problem diagnosis in a call center environment. Other responsibilities include password resets, e-mail requests, Fax, Web requests, and direct requests for Service Desk support. The HHS IT Help Desk Analyst will document, research, identify, and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. Document and track support activity and clearly communicate technical solutions in a user friendly professional manner. Candidate will perform all other related duties assigned. Uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products. Develops working relationships to support the goal of providing customers with excellent service as outlined in Service Level Agreements (SLAs), for First Call Resolution (FCR), Abandon rate, and Queue Management.

Essential Duties and Responsibilities

The duties listed below 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 this position.

• Troubleshoot, diagnose, and resolve application issues by researching problems using available information resources such as closed tickets, FAQ's, alerts, or defect logs.
• Collaborate effectively with other Service Desk staff members and trainers to resolve unfamiliar issues.
• Advise users on appropriate action and turnaround times if the information is available, as well as follow up with them accordingly to provide the requested information once received.
• Log all Service Desk calls, emails, and voicemails into the ticketing tool for tracking purposes.
• Follow Standard Operating Procedures (SOP).
• Identify and escalate situations requiring urgent attention or expert knowledge to appropriate Level II staff.
• Route problems, create, track, and document resolutions in regards to all ticket request assignments.
• Stay current with system information.
• Respond to incoming requests for assistance via calls, emails, or voicemails.
• Work on supervisor-assigned projects when requested.

Knowledge, Skills, and Abilities Required:

• Previous experience supporting general Applications, Telecommunications, Databases, Development Tools and Languages, Server, LAN, WAN, Network Mgt, UNIX, PC Hardware, Security, and Web Apps.
• A minimum of 1 year experience as a Help Desk Agent.
• Strong verbal and written communication skills.
• Superior interpersonal skills and telephone etiquette.
• Good analytical and problem-solving skills.
• Ability to deal with stress associated with fast-paced work environment.
• Ability to make judgement decisions and adapt to changing work situations.
• Ability to handle 25 calls per day with calls being different in level of complexity.
• Ability to work independently, as part of a team, with customers, peers, and management.
• Proficient in Microsoft Office Suite and various Windows operating systems.
• Willingness to work flexible hours.
• Associate Degree in Information Technology or equivalent work experience.
• Current HDI certification and/or willingness to become HDI certified within 180 days of hire.

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. You will be regularly required to sit, talk, or hear in person and by multi-media, use hands to finger, handle, feel, or operate standard office equipment and reach with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus.

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients, and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.