Helpdesk Analyst III (LS)

The Helpdesk Analyst III investigates and resolves software and hardware problems of computer users. Duties involve the resolution of user problems ranging from logon problems to peripheral equipment such as printers. Assistance may be over the telephone or on site. Distinguishes itself from junior positions in the job family by the degree of independence allowed. It is a fast-paced and challenging environment that requires teamwork, flexibility, and strong communication skills.

Desired Skills and Experience for Helpdesk Analyst III

• Exceptional technology skills, the ability to keep accurate records, and to provide accurate information
• High level of professionalism and customer service experience
• Experience in customer-facing roles with a focus on positive and professional attitude

These are full-time, limited-service positions based in Montpelier, Vermont. Starting salary is $26.57 per hour. The limited-service term will end 6/30/2028. The Helpdesk Analyst is a non-exempt Judicial Branch position equivalent to pay grade 23. The State of Vermont’s total compensation package features an outstanding set of employee benefits that are worth about 30% of your total compensation.

Benefits

• 80% State paid medical premium and a dental plan at no cost for employees and their families
• Work/Life balance: 13 paid holidays each year and a generous leave plan
• Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan
• Tuition Reimbursement
• Flexible spending healthcare and childcare reimbursement accounts
• Low-cost group life insurance
• Incentive-based Wellness Program
• Qualified Employer for Public Service Student Loan Forgiveness Program

Minimum Requirements for Helpdesk Analyst III

• High school diploma or GED
• Three years’ experience in customer service including one year IT technical support.
• Education may be substituted for experience at the rate of one-year equals six months.

Summary of Duties for Helpdesk Analyst III

• Provides technical support, either remotely or onsite, to users of Judiciary hardware and software systems.
• Responsible for answering, evaluating, and prioritizing 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.
• May assist in sending notification to users of virus threats or other major IT incidents.
• Interviews users to collect information about problem and leads users through diagnostic procedures to determine source of error.
• Handles problem recognition, research, isolation, resolution, and follow-up for all-levels of user problems, referring more complex problems to supervisor or technical staff.
• Assigned elevated problem solving for more complex issues that require in-depth research and investigation to properly diagnosis and mitigate software and hardware issues.
• Logs and tracks calls using a problem management database and maintains history records and related problem documentation.
• May assist with physical inventory of computer hardware and telecommunications equipment.
• Prepares standard statistical reports, such as help desk incident reports.
• Consults with programmers to explain software errors or to recommend changes to programs.
• Trains users on software and hardware.
• Installs personal computers, software, and peripheral equipment.
• This position is responsible for all duties defined and other duties as assigned such as training other employees.
• The job entails the operation of various types of electronic equipment and new equipment may be introduced at any time.

The above statements provide the general nature and level of work performed by employees of this classification. It is not intended to be an exhaustive list of all the responsibilities, duties and skills required of this classification. Actual assigned duties may differ due to the varying needs of the Judiciary.

Duties are typically performed in an office setting with normal working conditions. May be called upon to lift 25 pounds. Scheduled hours of work generally conform to public court hours, but assignments may extend beyond those hours. Depending upon duties assigned, some travel may be necessary, Travel will be reimbursed according to State policies. This position will be eligible for longevity increases in accordance with the State step pay plan and annual cost of living increases as enacted by the Vermont State Legislature. Job Code # 25020, 25021

The State of Vermont celebrates diversity and is committed to providing an environment of mutual respect and meaningful inclusion that represents a variety of backgrounds, perspectives, and skills in all state government positions. The Judicial Branch is committed to a policy of equal employment opportunity, and the recruitment process is designed to treat all applicants equitably.

Dental Insurance, Life Insurance, Medical Insurance, Pension, Vision