The Helpdesk Analyst investigates and resolve software and hardware problems of computer users. Duties involve the resolution of user problems ranging from logon problems to peripheral equipment such as printers. Assistance may be over the telephone or on site.

 This is a full-time, limited-service opportunity in Montpelier, Vermont. The limited-service term will end 6/30/2024. Starting salary is $19.03 per hour with full State of Vermont employee benefits.

The ideal candidate will bring a high level of professionalism and customer service experience. Exceptional technology skills, the ability to keep accurate records, and to provide accurate information is critical. It is a fast-paced and challenging environment that requires teamwork, flexibility, and strong communication skills. This is a great opportunity for someone looking to gain broad experience in legal, technical and customer service skills. Experience in customer-facing roles with a focus on positive and professional attitude is preferred.

Minimum Requirements

Education: High school diploma or GED

Experience: Two years of experience in computer or network support, programming or analysis, or data base administration.

Education may be substituted for experience at the rate of one-year equals six months.

Summary of Duties

• Responsible for answering, evaluating, and prioritizing incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies.
• Interviews users to collect information about problem and leads users through diagnostic procedures to determine source of error. Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Logs and tracks calls using a problem management database and maintains history records and related problem documentation.
• Prepares standard statistical reports, such as help desk incident reports.
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Consults with programmers to explain software errors or to recommend changes to programs. Trains users on software and hardware on-site or in classroom or recommends outside contractors to provide training.
• Installs personal computers, software, and peripheral equipment.
• This position is responsible for all duties defined and other duties as assigned such as training other employees.
• The job entails the operation of various types of electronic equipment and new equipment may be introduced at any time.

The above statements provide the general nature and level of work performed by employees of this classification. It is not intended to be an exhaustive list of all the responsibilities, duties and skills required of this classification. Actual assigned duties may differ due to the varying needs of the Judiciary.

Duties are typically performed in an office setting with normal working conditions. Depending upon duties assigned, some travel may be necessary, for which private transportation may be needed. May be called upon to lift 25 pounds.

Total Compensation: The State of Vermont’s total compensation package features an outstanding set of employee benefits that are worth about 30% of your total compensation, including:

• 80% State paid medical premium
• Dental Plan at no cost for employees and their families
• Flexible Spending healthcare and childcare reimbursement accounts
• Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan
• Work/Life balance: 12 paid holidays each year and a generous leave plan; many jobs also allow for a flexible schedule
• Low-cost group life insurance
• Tuition Reimbursement
• Incentive-based Wellness Program
• Qualified Employer for Public Service Student Loan Forgiveness Program

The Helpdesk Analyst is a non-exempt Judicial Branch position equivalent to pay grade 18. Starting salary is $19.03 per hour. This position will be eligible for longevity increases in accordance with the State step pay plan and annual cost of living increases as enacted by the Vermont State Legislature. Occasional travel to other courts within the State of Vermont may be required and a private means of transportation is necessary. Travel will be reimbursed according to State policies. Job Code # 22083

The State of Vermont celebrates diversity and is committed to providing an environment of mutual respect and meaningful inclusion that represents a variety of backgrounds, perspectives, and skills in all state government positions. The Judicial Branch is committed to a policy of equal employment opportunity, and the recruitment process is designed to treat all applicants equitably.