Helpdesk Analyst

Essential Duties & Responsibilities

Following is a summary of the essential functions for this job. Other duties may be performed both major and minor, which are not mentioned below. Specific activities may change from time to time. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions.

Provide computer and device end-user customer support including specification, installation, and testing of computer systems and peripherals within established standards and guidelines.

Train and orient museum staff on use of hardware and software, as appropriate.

Perform the installation, configuration, and ongoing usability of desktop computers, peripheral equipment

and software within established standards and guidelines.

Write and maintain IT ticketing, records, and logs, as appropriate.

Perform physical installation of data center equipment, cabling, and other IT equipment as directed.

Assist to ensure desktop computers interconnect seamlessly with diverse systems including associated

validation systems, file servers, email servers, computer conferencing systems, application servers, and

administrative systems.

May occasionally work with vendor support contacts to resolve technical problems with desktop computing

equipment and software.

Perform other duties as assigned.

Qualifications

Education & Experience

· High School diploma or equivalent is required. Some college and/or Trade School education highly preferred.

· A minimum of 1-2 years of experience in an environment providing end-user support, delivering information systems hardware, software, or any desktop support technical services or completion of a certificate program or Associate’s Degree from an accredited institution in a related field.

· Hands-on experience with computer hardware; troubleshooting, installing, and configuring Windows operating systems and application software.

· Experience working with networking components and Active Directory is a plus. Knowledge

· Working knowledge of the Windows desktop operating systems, including Windows 7, 10/11.

· Working technical knowledge of Windows and Mac OS X with an emphasis on setup and troubleshooting.

· Working knowledge of Microsoft Office as well as Microsoft Active Directory Services.

· Working knowledge of Microsoft Deployment Toolkit.

· Working knowledge of common mobile platforms such as iOS, Android, etc.

· Basic knowledge of the Microsoft System Center Suite, including handling of incidents, service requests,

work items, deployments, and general monitoring of systems.

· ITIL knowledge, a plus.

Skills

· Skills required to deploy and maintain standard system images.

· Good prioritization and organizational skills.

Abilities

· Ability to troubleshoot network connectivity of devices on wired and wireless networks.

· Demonstrated ability to effectively communicate; verbally and in writing including disseminating

information to a diverse and multi-level customer base.

· Ability to work independently and follow through on tasks with guidance from management.

License & Certification

· CompTIA A is preferred

· CompTIA Network is preferred