What are the responsibilities and job description for the Help Desk Analyst 2 position at BizTek People, Inc. | APA International Placement Consultants?
General Description
Under supervision, assist customer with tier one issues or
forward to second tier support for issues beyond subject matter expertise. Work
and communicate with state employees, internal customers, and/or external
customers to provide information and services targeted to meet customer
expectations. Provide technical assistance to computer users. Answer questions and resolve computer
problems for users in person, via telephone and via Skype. Provide assistance concerning the use of
computer hardware and software, mobile devices including printing,
installation, word processing, electronic mail, and operating systems.
Coordinate and work with third party support vendors in
providing assistance to computer users for a variety of technical issues
including networking, end user computer hardware, communications, and
applications. Create incident tickets
and change request tickets within a ticket management tool, monitor ticket
queues and escalation of tickets beyond SLA’s.
Job Responsibilities
- Oversee
the daily performance of computer systems and applications.
- Answer user inquiries regarding
computer software or hardware operation to resolve problems.
- Monitor ticket queues, assign
tickets to appropriate internal and external support staff, escalate tickets
outside of SLA’s until resolved.
- Set up equipment for employee use,
performing or ensuring proper installation of cables, operating systems, or
appropriate software.
- Install and perform minor repairs
to hardware, software, or peripheral equipment, following design or
installation specifications.
- Maintain records of daily data
communication transactions, problems and remedial actions taken, or
installation activities.
- Read technical manuals, confer with
users, or conduct computer diagnostics to investigate and resolve problems or
to provide technical assistance and support.
- Refer major hardware or software
problems or defective products to third party support vendors for service.
- Develop training materials and
procedures, or train users in the proper use of hardware or software.
- Confer with staff, users, and
management to establish requirements for new systems or modifications.
Preferred
Qualifications
- 3 years’ experience performing as
Helpdesk Technician with hands on knowledge in resolving issues with Outlook,
MS Office, Win 7 and 10, Active Directory.
- Vocational/Technical degree in
computer applications, computer technology or a closely related area from an
accredited college