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Help Desk Analyst
Responsible for providing computer and telephone-based support for users of university, telecommunications, computer hardware and software installation and repair, problem-resolution consulting, help desk system operation, and other related support services. Works under the general supervision of the PC/Network Services Manager.
Provides telephone-based support for users of university desktop computing services (hardware, software, and networking) providing problem-resolution consulting.
Assists with efficient help desk system operation and other related support services. Responds to prioritized client work requests to resolve problems. Develops and evaluates help desk problem determination and resolution techniques. Upholds university policy guidelines and recommends improvements to guidelines to ensure the highest quality of service and availability for supported systems. Provides advice regarding any potential problem areas that may adversely affect performance of supported systems. Provides user support consultation and help desk system training services.
Performs other related duties as assigned
Ability to sit or stand for extended time periods. Ability to communicate verbally.
Three or more years of related experience, required. Requires experience providing support in a help desk, computer hardware/software support or customer support group. Microsoft, A+, or Apple certification, desirable.
Knowledge and skill in current computing and network support.
Demonstrable skill of the principles of help desk software, Internet and desktop tools. Working knowledge of client -side operating systems for PC and Macintosh platforms, and LAN/WAN protocols. Working knowledge of problem determination and resolution techniques of computer infections due to: “malware, viral, Trojans, or worms”.
Associates Degree or Vocational Certificate (with emphasis in Computer Science, Information Systems, or equivalent) is required.
Ability to coordinate the activities of customer support services with proven leadership, organizational, written, and verbal communication, interpersonal and problem solving skills. Must maintain current technical knowledge in computing and communication technology, as well as problem determination and resolution strategies. Ability to maintain positive working relationships with all University departments and personnel. *Regular reliable attendance is required. *This position is designated as security sensitive and requires a criminal background check