Service Desk Analyst Sr

Position Description: Responds promptly to customer requests; takes a customer-centric approach to problem solving; prioritizes tasks for him or herself; assists in prioritization of the Help Desk queue; thoroughly documents all interactions; employee acts as a technical escalation for other Help Desk staff; responsible for resolving complex technical challenges; addresses advanced configuration issues; troubleshoots and resolves hardware and software problems independently; works with internal and external IT resources or vendors to identify and resolve hardware or software issues; solicits customer feedback to improve service; meets commitments; manages difficult or emotional customer situations; fosters relationships; tracks trends and looks for other opportunities to eliminate waste; focus on solving conflict; maintains confidentiality; addresses budget concerns with the CIO; identifies required resources; trains other Help Desk staff.

Skills Required: - Customer service principles and processes - Helpdesk ticket management systems - Microsoft Windows operating systems and applications; Google applications - Active Directory Users and Computers; MS Administrative tools. -Client server applications, back-up software, imaging, SaaS and Cloud products. -VMware desktop vitalization -Computers and peripheral hardware -Basic computer networking and the OSI model

Skills Preferred:

Experience Required: 2 years experience in hands on Help Desk support. Physical interaction with agency computer equipmet on site is required.

Experience Preferred: Combination of 4 years education and/or experience

Education Required: High School diploma or equivalent.

Education Preferred: 2 year degree in a computer science discipline

Additional Information: Agency does not require drug or background checks. The role will join a team of six, representing the Tier 1 and Tier 2 escalation support in the helpdesk chain. Primary responsibility is managing escalation tickets, with a focus on the timely response to service tickets. Required Skill Set: IT Generalist: Handling a broad range of desktop support and hardware-related tasks, including: New PC and workstation setup Configuration and identity management Desktop support for issues such as: Screen issues OKTA issues Password resets Broken PCs Familiarity with Salesforce is a bonus, though not required as internal support can cover this gap. Environment: Google Workspace (email, calendar, Meets, etc.) Microsoft 365 Windows 11 (current OS used by the majority of staff) Microsoft domain The role encompasses the full scope of Tier 1 and Tier 2 desktop support and hardware tasks.