The Help Desk Analyst II responsible for installing and supporting printers, personal computers (PCs), peripheral equipment, end-user network connectivity, and desktop-based applications.

Duties/Responsibilities:

• Provides daily supervision and task assignments to the Helpdesk Analyst.

• Tests, reviews, and recommends desktop and printer hardware for purchase.
• Answers the Service Desk Helpline, resolves issues while on the phone with users, and transfers more complex matters to the second-tier support group.
• Resets user’s passwords (Active Directory, Electronic Health Record Systems, and other systems).
• Provides technical expertise and service in personal computers, printers, peripheral devices, and desktop-based applications.
• Assesses and resolves institutions’ software problems promptly.
• Performs PC hardware, components, and PC software and printer installation promptly.
• Performs diagnostics, repairs computer equipment, and routes warranty repairs to appropriate facility.
• Maintains personal computers, peripheral devices, printers, and software inventory records.
• Maintains an approved standardized configuration on all personal computers within the institution.
• Provides end-user support for the corporate electronic mail system and Internet access/electronic mail.
• Activates desktop network connections as required during end-user moves and construction projects.

Education:

Associate’s Degree or equivalent in computer technology or related area required

Experience may be considered in lieu of education

Experience:

Two years’ microcomputer and printer installation, maintenance, and support preferred