Help Desk Analyst

Summary of Duties: Investigates and resolves software and hardware problems of computer users by performing the following duties.

Essential Employee Responsibilities: During emergency conditions, subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.

Essential Duties and Responsibilities:

• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interview user to collect specific information about the problem. Lead user through diagnostic procedures to determine source of error.
• Provide 24 X 7 technical support and serve as after-hours on-call support on a rotating basis.
• Determine whether problems are caused by hardware such as modems, printers, cables, or telephones.
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Log and track calls using problem management database and maintain history records and related problem documentation.
• Review Help Desk Incident Reports, analyzes, and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Escalate calls to senior staff as appropriate.
• Consult with vendor support on hardware and software issues.
• Provides support on hardware, peripherals, and telecommunications (LAN/WAN/Internet).
• Install personal computers, software, and peripheral equipment. Prepare standard statistical reports, such as help desk incident reports.
• Maintain software and hardware inventory list.
• Track catalog and inventory software resource tools.
• Assist with systems administration on such functions as daily server backups, user requests for print jobs and transmitting of electronic file information.
• Provide support for Microsoft Office Suite, O365 and SharePoint online.
• Provides back-up for the telephone software problems.
• Provide Mobile Device Management support.
• Perform other duties as assigned.

Minimum Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: High school diploma. Sixty college hours of technical school preferred.

Experience: Three (3) years related experience and/or training, or equivalent combination of education and experience.

Licenses and Certifications:

• Must possess a Texas drivers license within the first ninety (90) days of employment and meet the driver safety policy requirements.
• MCSA/MCSE/MTA, and A certification preferred.

Computer Skills: Must be detail oriented and organized. Troubleshoot MS Office/365 and Windows 10. Basic administration of MS Exchange 365 and Office SharePoint Online. Experience with Microsoft Endpoint Manager, Autopilot, Bomgar and Service Desk preferred.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Human Collaboration Skills: Decisions regarding implementation of policies may be made. Contact may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Contacts may involve stressful, negative interactions with the public requiring high levels of tact and the ability to respond to aggressive interpersonal interactions.

The likely impact on the organization is high.

Freedom to Act: The employee normally performs the job by following established standard operating procedures and/or policies. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.

The impact of action is significant: Considerable benefits or costs in time, money, or public/employee relations.

Technical Skills: Advanced: Work requires advanced skills and knowledge in approaches and systems, which affect the design and implementation of major programs and /or processes organization wide. Independent judgment and decision-making abilities are necessary to apply technical skills effectively.

Affects accuracy of multiple projects.

Budget Responsibility: Has no budgetary/fiscal responsibility.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand; walk; and stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance and taste or smell. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Good: Relatively free from unpleasant environmental conditions or hazards Office environment and occasional physical effort is required.

The noise level in the work environment is usually moderate.

The Woodlands Township is an Equal Opportunity Employer and values diversity at all levels of its workforce.