Desktop/HelpDesk Support Analyst (12+)
About The Position
Requires experience, creativity and multi-tasking to independently and collaboratively achieve department service and support objectives for the Transportation Operations Center. The Infrastructure Solutions Architect 2 is responsible for effective provisioning, installation/configuration, operation, and maintenance of computer hardware and software and related infrastructure. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to Commonwealth policies, standards, and guidelines. Responsibilities include systems administration engineering and provisioning, operations and support, maintenance and research and development to ensure continual innovation.
Requirements
- Help Desk Support Required 5 Years
- Customer Service Required 5 Years
- Desktop/Laptop/Server Hardware Required 5 Years
- Desktop/Server Applications Required 5 Years
- General Network Required 3 Years
- Hands-On w/Network Equip Required 3 Years
- Virtualization Required 3 Years
- Backup and Recovery Required 3 Years
- Microsoft Office Required 3 Years
- Cybersecurity Highly desired 2 Years
Nice To Haves
- General Database Nice to have 2 Years
- Audio-Video Support Nice to have 2 Years
Responsibilities
- Responds to Tier 1 & 2 support requests.
- Provides exceptional customer service.
- Communicates effectively with teammates and customers of varying levels of technical expertise.
- Responds to all break/fix requests associated with end user resources.
- Configures and deploys new/replacement desktop/laptop computer equipment and peripherals.
- Maintains up-to-date project and architecture documentation.
- Maintains up-to-date inventory and maintenance records.
- Monitors system resources for server/service anomalies.
- Resolves connection issues between users and resources.
- Maintains detailed change history of changes.
- Supports team efforts to improve cybersecurity controls and defenses.
- Supports team efforts for threat hunting and mitigation.
- Manages time and resource constraints.
- Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
- Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
- Perform regular security monitoring to identify any possible intrusions.
- Perform daily backup operations and regular file archival and purge as necessary.
- Create, change, and delete user accounts per request.
- Provide Tier III/other support per request from various constituencies.
- Investigate and troubleshoot issues.
- Diagnose and recover from hardware or software failures.
- Coordinate and communicate with impacted constituencies.
- Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities.
- Configure / add new services as necessary.
- Upgrade and configure system software that supports GIS infrastructure applications or Asset Management applications per project or operational needs.
- Maintain operational, configuration, or other procedures.
- Perform periodic performance reporting to support capacity planning.
- Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
- Configure CPU, memory, and disk partitions as required.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
