Help Desk Analyst I

City of Greenbelt•Greenbelt, MD

20h

About The Position

The Help Desk Analyst I provides Tier I technical support for the phone system, email, and hardware and software used by City employees. The position works under the moderate supervision of the IT Director. It handles and documents user support requests, resolves issues when possible at first contact, and escalates issues to Tier II or Tier III support when needed. The analyst also performs desktop-level hardware and software work, supports IT equipment deployment and maintenance, and assists with account, backup, and server-related activities.

Requirements

Associate's degree from an accredited college or university in Computer Science or a related field, plus a minimal amount of progressively responsible related experience; or an equivalent combination of education, training, and experience.
Valid driver's license.
Knowledge of various systems, hardware, software, and peripherals.
Knowledge of department organization, standard operating guidelines and policies, rules, and regulations.
Skill in providing excellent customer service.
Oral and written communication skills for courteously giving and receiving information with internal and departmental staff.
Ability to operate and maintain assigned equipment required for the job.
Ability to establish and maintain effective working relationships with fellow employees, city officials, other government agencies, and the general public.
Ability to work independently, multitask, and coordinate and organize multiple projects.

Nice To Haves

Microsoft Office Specialist certification.
Microsoft Certified Desktop Support Technician certification.

Responsibilities

Assist with daily system backups and recovery.
Respond courteously to help requests from end users by telephone and email.
Answer, log, and track reported phone and email problems using Track-It software.
Collect and document user identification, department, contact information, and problem details.
Follow up on unresolved problems and retain ownership until the call can be closed.
Provide Tier I phone and email support and resolve inquiries and problems during first contact when possible.
Escalate issues to Tier II or Tier III support when necessary.
Provide basic support for hardware, operating systems, Microsoft Office, and other software.
Perform desktop-level fixes, including software installation and upgrades, hardware installation, file backups, and configuration of systems and applications.
Install, service, and move computers, printers, servers, networking devices, storage devices, and related equipment.
Use internet-based software updates, drivers, knowledge bases, and frequently asked questions to aid problem resolution when necessary.
Inform users when problems are resolved.
Maintain knowledge of relevant hardware and software and perform preventative and routine maintenance.
Assist with IT equipment deployment, equipment delivery and change-outs, software licensing compliance, and inventory and asset control.
Work with Tier II and Tier III support to research, test, and recommend department performance improvements.
Develop help sheets and FAQs for end users and prepare routine user or support staff instructions and procedures.
Assist with creating and maintaining Active Directory, voicemail, and email user accounts and distribution lists.
Analyze and recommend ways to address user support needs or improve customer satisfaction.
Assist with server-based patch management, backup, and recovery activities.
Perform other related duties as assigned.