Help Desk Analyst Interm

Essential Functions

• Provide coverage for all calls and emails from users to Information Technology Help Desk during designated hours.
• Troubleshoot intermediate level computer software, hardware and peripheral issues.
• Log, document, resolve or refer technical questions and problems.
• Coordinate with other IT personnel to resolve problems requiring escalation to the next level support. Update end users on status of problem resolution.
• Maintain working knowledge of computer software, hardware and peripherals in order to support end users.
• Assist in installation and setup of software and hardware for users.
• Work with vendors to resolve computer software or hardware issues.

Additional Responsibilities

• Assist in maintaining an accurate inventory of serial numbers and asset tags of all computer hardware.
• Night call and overtime work may be required.
• May travel to county or claims offices for hardware/software support.
• Must possess and maintain a valid Driver's License and acceptable driving record.
• Other duties and responsibilities as assigned.
• Regular and predictable attendance is required.
• May inventory new equipment using the asset management system.
• May assist with installation of peripheral equipment when directed.

Education
Associate's degree - Majoring in Information Technology or related field preferred
Other - Combination of education and professional experience required

Skill/Ability

Strong verbal communication and listening skills
Demonstrated customer service skills
Friendly and service-oriented
Seeks to acquire knowledge in area of specialty
Possesses strong technical aptitude

Experience

2 years minimum Help Desk Experience required

Physical Demand

Stand dynamically to perform a function and move to perform another.
Stand statically in one place to perform a function without changing location.
Sit at a desk or table with some walking, standing, bending, stooping, or carrying of light objects.
Perform continuous operation of a personal computer for four hours or more.
Use hands and fingers to handle and manipulate objects and/or operate equipment.

Climb stairs and/or ladders.
Bend, crouch, stoop, stretch, or crawl.
Bend upper torso and reach up and out with hands and arms.
Balance the body while walking, standing, crouching, or stooping to prevent falling.
Perform unaided lifting of objects, please list the amount of weight that would be lifted, along with the frequency required.

Salary

Starting salary $67,593.00 / $32.50 an hour