Job Seekers, Please send resumes to resumes@hireitpeople.comShort Description: Please note, this is much more than the traditional Help Desk Analyst. This role will provide desk side hardware and systems support to users and infrastructure. It requires VIP-level support.
Complete Description: The Help Desk Analyst (HDA) provides Support by performing the skills listed below.
This is full performance level of telecommunications technician performing journey level technical procedures in customer support, maintenance and/or administration of a local area network.
• Provides systems administration independently e.g., evaluates system performance, troubleshoots network operating systems; coordinates installation or actually installs hardware/software and conducts tests to assure system is operating properly; Coordinates with multiple vendors to resolve issues. Independently provides systems technician services e.g., provides troubleshooting, diagnoses and repairs to include performing some nonstandard device configurations. Installs, monitors, and maintains, at a base level, network and telecommunications devices such as hubs, switches, servers, routers, basic cabling and other basic infrastructure components.
• Provides first and second level support for Help Desk functions. Emphasis is on troubleshooting PC operating systems and investigating hardware/software problems to locate and correct malfunction. Network problems at this level are more complex requiring the incumbent to probe for information when the nature and cause of the problem is unclear and the solution is not obvious.
• Guidelines exist for most situations in the form of standard operating procedures and policies, protocols or techniques, hardware and software manuals, copyrights, and standards/instructions. Interpretation of guidelines involves choosing from alternatives with more than one technically valid solution but one is better than the alternatives depending on the circumstances of the situation.
• Management, setup and tear down of AV equipment is required.
• Contacts are for the purpose of exchanging or collecting information, e.g., explain operating procedures, gather facts to describe problems to higher level skilled repair technicians, and instructing users on the steps to follow to correct a problem with the operation of equipment.
Skills
Helpdesk ticketing software – HelpSTAR
Audio closet experience – 3 closets located in the building.
Needs to comprehend procedures.
Candidate must be professional and flexible, as duties are likely to change daily. Manager is looking for a team player who communicates well and can function as team.
Because of the cyclical nature of supporting a Legislature that has changing demands at various times of the year, this role will vary depending on the time of year. It will shift between server/PC maintenance and support issues.
There may be occasional on call work and need to support after hours.
Candidate will need to support multiple locations that may require a site visit as frequently as once per month. Travel will not be reimbursed by the client.
Skill | Required / Desired | Amount | of Experience |
Prior experience supporting a deskside and remote phone environment | Required | 3 | Years |
Prior experience performing maintenance of PC's, Peripherals, Servers AND handheld devices | Required | 3 | Years |
Prior experience and willingness to take phone support/troubleshooting calls | Required | 3 | Years |
Prior experience with backup tapes | Required | 2 | Years |
Password resets | Required | 3 | Years |
Prior experience supporting high end AV systems (including smart podiums) | Required | 2 | Years |
Support experience with Cisco IP phones | Required | 2 | Years |
Prior inventory management experience | Required | 2 | Years |
Physical ability to lift 40 pounds | Required |
Ability to support multiple locations using own vehicle if necessary | Required |
Ability to support legislature after hours (until 9-10pm from January to March) | Required |
Prior experience supporting non-technical users | Required | 3 | Years |
Prior experience supporting high profile users | Required | 3 | Years |
Prior experience supporting VIP users | Required | 2 | Years |
Prior experience supporting hardward and systems related problems | Required | 4 | Years |
Audio closet experience | Required | 1 | Years |
Prior experience with desktop/service desk ticketing systems | Required | 3 | Years |
Prior experience with HelpStar | Highly desired | 1 | Years |
