Title: Help Desk Analyst I

Location: Onsite - Salem, Oregon 97301

Duration: 12 Months

Description:

The primary purpose of this position is to provide internal service desk support services. This includes the provisioning, setup, configuration, and continued administration and support of end-user technology such as desktop computers, laptops, mobile phones, peripherals, and software. This position is a customer service role, meaning that frequent user interaction is required to troubleshoot problems, provide support, and communicate about resolutions and timelines.

Assists end-users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities. Documents, tracks, and monitors the problem to facilitate a timely resolution. Relies on established guidelines and instructions to perform daily job functions. Works under immediate supervision.

Customer Assistance

• Provides level 1 and occasional level 2 user support for end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to support efficient and effective business functions.
• Receives and responds quickly to user or technology issues (e.g. user or team member reported technology problems, concerns, questions, requests) to deliver responsive technical support and communication.
• Requests additional information to ensure that problems are fully understood and that customers feel heard.
• Analyzes issues and, if possible, resolves matters immediately to meet customer needs.
• Thoroughly document issue details, troubleshooting steps are taken, and resolution is taken to build a technical support knowledge base, support reporting metrics, and allow issue follow-up.
• Independently manages workload and shares anticipated resolution timelines when additional work is required to ensure that issue follow-up occurs and that customers are informed.
• Identify likely next steps for resolution and route issues to appropriate team members when escalation (e.g., level 2 or 3 support, complaints) or transfer is required to facilitate seamless support transition.
• Contact hardware, software, and service vendors for troubleshooting, support, or warranty requests to address issues.
• Assists with technical training to ensure that agency staff are prepared for changes and can use tools effectively.
• Provides subject matter expertise, serving as a willing source of knowledge and a change champion.
• Diagnoses and troubleshoots technical and business process problems to resolve issues quickly.

Operations

• Monitors end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to quickly address performance, security, or usability problems.
• Configures, installs, and maintains end-user technology to ensure that technology is current, secure, supported, licensed, and aligned to agency and enterprise technology standards and reference models.
• Assists in maintaining an inventory of all IT assets, including physical assets, licenses, and subscriptions, to support informed IT planning and decision-making.

Construction

• Assists in developing user training material, job aids, and manuals to allow effective use and understanding of agency technology.
• Assists in developing and refining desktop installation processes and images to facilitate quick deployment of desktop systems and assure appropriate software license distribution.
• Researches and makes recommendations for end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to ensure that the agency is innovative, meets business needs, and aligns with Enterprise and agency strategy, policy, and best practices.
• Assists in identifying technology solutions by researching industry products, peer implementations, enterprise standards, and agency architecture to ensure that solutions are appropriate, available, secure, and sustainable.

This position exercises discretion and independent judgment in making decisions and resolving or escalating technical problems. Independent action is required, although often management may be consulted before final action is taken. This position also participates in group discussions and decisions with technical teams, business analysts, vendors, SMEs/users, external partners, and managers regarding the functionality and support of systems. The position adjusts assigned work to reflect priorities agreed to with management.