Help Desk Analyst - Level 2

The candidate is an excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand. - They can demonstrate the ability to work well in a fast-paced, iterative, deadline-driven environment and can organize, prioritize, and meet established deadlines. - The candidate will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures. - Other duties include but not limited to reviewing and responding to helpdesk tickets, adhering to security policies and procedures, and using administrative tools to manage workflow. - The candidate should also have knowledge with Microsoft Teams, Microsoft Office 365, Windows 11, Active Directory and experience using Microsoft Excel, Word. - This position will also provide technical support for Mainframe Applications (training on these systems will be provided). Qualifications and Skills Desired: - Graduation from an accredited college or university with a Associates Degree in a field related to computer science, information technology Substitution: Applicants who do not possess the required education may substitute additional paraprofessional and/or professional IT technical experience or experience related to the area to which the applicant is applying on a year for year basis with one year of such experience being equal to 30 semester hour credits. Responsibilities: - Maintain a working knowledge of Help Desk and IT Operations procedures. - Log all incoming problems and requests and actions taken to resolve them. - Provide first response help desk support to all customers and users. - Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests. - Provide support for AOC business applications. - Provide follow-up status to end-users in accordance with specified support policies and procedures. - Ensure closed problems are adequately documented. - Assist with other tasks as assigned by management. - Notify management of all major incidents, problems immediately and with confidentiality. - Conduct quantitative and qualitative research related to processes, programs and projects. - Update Solutions Knowledgebase and Documentation - Work with management on new projects, as assigned. - Provide support to other units and/or divisions when called upon. Fill the skill matrix below: Skill Amount Candidate's No. of years of experience Professional Experience working in IT Tech Required 3 Experience working at a call center creating and troubleshooting tickets Required 2 Experience developing technical documentation for customers Required 1 Experience with Level 2 technical SW support Required 2 Experience performing desktop application support either remote or in-person Required 2 An Associate's Degree in any field from an accredited college or university Highly desired Experience with State Government Apply Now Fields with

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