Help Desk Analyst I

City of Greenbelt•Greenbelt, MD

1d•Onsite

About The Position

Provides Tier I technical support for the phone system, email, and other hardware and software used by City employees. The position works under the moderate supervision of the IT Director. The role handles end-user requests, resolves technical problems where possible, performs desktop-level hardware and software work, and supports equipment deployment, maintenance, accounts, backups, and recovery. Work is performed in a typically quiet, normal office environment with little exposure to outdoor temperatures, dirt, or dust.

Requirements

Associate's degree from an accredited college or university in Computer Science or a related field, plus minimal progressively responsible related experience; alternatively, an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
Valid driver’s license.
Knowledge of various systems, hardware, software, and peripherals.
Knowledge of department organization, standard operating guidelines, policies, rules, and regulations.
Skill in providing excellent customer service.
Skill in courteous oral and written communication with internal staff and other departmental staff to give and receive information.
Skill in operating and maintaining 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.
Ability to meet the described physical and sensory requirements, with reasonable accommodation where applicable.

Nice To Haves

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

Responsibilities

Assist with daily system backups and recovery.
Receive end-user help requests by telephone and email courteously.
Answer, log, and track help desk problems using Track-It; collect and document pertinent user and issue information, and follow up on unresolved problems.
Provide Tier I phone and email support, resolve issues during first contact when possible, and escalate issues to Tier II or Tier III support as needed.
Provide basic phone and email support for hardware, operating systems, Microsoft Office, and other software.
Perform desktop-level fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install, service, and move computers, printers, servers, networking devices, storage devices, and related equipment.
Use internet resources such as software updates, drivers, knowledge bases, and FAQs to help resolve problems.
Own problems until they are closed and inform users when problems are resolved; maintain knowledge of relevant hardware and software.
Perform preventative and routine maintenance.
Assist with IT equipment deployment, delivery and change-out coordination, software licensing compliance, and inventory and asset control.
Partner 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 in creating and maintaining Active Directory, voicemail, and email accounts and group distribution lists.
Analyze and recommend ways to address user support needs and improve customer satisfaction.
Assist with server-based patch management, backup, and recovery activities.
Perform other related duties as assigned.