Robert Half is seeking a Helpdesk Analyst II for a locally based New Mexico financial institute.The Helpdesk Analyst Installs, modifies, and repairs to personal computer hardware and software systems, and provides technical assistance and training to system users; investigates and resolves software and hardware problems of computer users by performing the following duties:Responsibilities include but are not limited to:•Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, ticketing, 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 error.•Logs and tracks tickets using problem management database and maintains history records and related problem documentation.•Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.•Installs personal computers, software, and peripheral equipment.•Determines whether problem is caused by a hardware, software, or user error.•Consults with programmers to explain software errors or to recommend changes to programs.•Calls software and hardware vendors to request service regarding defective products.•Writes or revises user training manuals and procedures.•Trains users on software and hardware on-site or in the class room.•Assists with installs, upgrades, and configures network printing, directory structures, rights, security, software and files services.•Inspects personal computer equipment and reads order sheet listing user requirements to prepare microcomputer for deliver.•Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user’s premises.•Loads specified software packages such as operating systems, work processing, or spreadsheet programs into the computer.•Enters commands and observes system functions to verify correct system operation.•Responds to client inquiries concerning systems operations and diagnoses system hardware, software, and operator problems.•Instructs users in use of equipment, software, and manuals.•Recommends or performs minor remedial actions to correct problems.•Coordinates activities with MDT, network services, or other information systems groups.•Refers major hardware problems to Network System Administrator for correction.•Assists in other areas as directed by the Information Technology Manager, Network System Administrator, Vice President of Operations, and President/CEO.