Help Desk Analyst

Dauphin County•Harrisburg, PA

About The Position

Dauphin County Information Technology is hiring a full-time Help Desk Analyst. The role provides end-user support by triaging and documenting issues and service requests, troubleshooting and resolving problems when possible, and escalating unresolved issues to the appropriate IT functional group. The analyst also supports desktop hardware and software, deploys equipment, and maintains IT asset and licensing records.

Requirements

Associate degree in Information Systems Technology or a related field from an accredited community college, college, or university; or certification in Information Systems emphasizing operating systems and networking; or a combination of experience and education.
No minimum work experience required.

Responsibilities

Triage issues and service requests received by phone, email, customer portal, or other implemented channels.
Accurately record and categorize issue and service-request details in the IT service desk tool.
Respond to end-user inquiries about incident and service-request status and perform follow-ups.
Troubleshoot end-user issues and resolve them on first contact when possible.
Document troubleshooting efforts in tickets and escalate issues to the appropriate IT functional group when needed.
Perform password resets.
Use internal and external resources, including knowledge bases, manuals, support sites, and vendors, to answer questions and resolve issues.
Perform on-site analysis, diagnosis, and resolution of complex desktop problems, and recommend and implement corrective solutions.
Install, configure, test, maintain, monitor, and troubleshoot client workstation hardware and software.
Follow IT policies and processes to ensure consistent service quality.
Maintain an inventory of IT equipment and licensing in the Help Desk asset management tool.
Meet or exceed service levels for calls and tickets.
Deploy new desktop machines and equipment as required.