Help Desk Analyst

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Job Code: PD22-52
Posted On: Wednesday, 3rd August 2022
Department: Information Technology
Location: Main Office
Kensington, Md
10400 Detrick Avenue
Job Type:
Full Time
Education: Other Diploma/Certificate
Pay Rate: Grade 16, Minimum $44,455

Job Description:

Description: The Help Desk Analyst will provide basic to mid-level technical support on software and hardware issues to clients or end users. The employee requires an aptitude for working with applications and systems to undertake critical analysis, diagnosis, and resolution of client problems, which may range from simple to more complex issues. The employee is required to respond to a large volume of calls while also providing a high degree of client satisfaction. The Help Desk Analyst is the primary point of contact for all administrative tasks, including IT related requisitions, inventory management, knowledgebase creation, and other help desk related customizations in the Information Technology Division. The Help Desk Analyst will also assist with IT special projects and other functions as directed by their Helpdesk Supervisor. This position requires strong interpersonal skills, as all work must be carried out with a focus on customer service through verbal and written communication, and a friendly and helpful attitude when interacting with peers, HOC staff, and other customers.

Preferred Skills:

Minimum Qualifications: Requires 1 year of experience in PC hardware/software support and help desk operation. Must have the following:

  • Knowledge of information technology principles and practices, including knowledge of personal computer hardware and software.
  • Must have experience answering internal calls regarding IT issues.
  • Ability to use standard word processing, spreadsheet, and other productivity applications.
  • Ability to support remote end-users, including the support of mobile devices, remote control solutions, and remote connectivity platforms.
  • Experience with entering calls and inventory in a Help Desk tracking software program.
  • Excellent written and verbal communication skills and organizational and time management skills.
  • Ability to work collaboratively with peers and external service providers.
  • Develop and maintain documentation for both technical and user communities;
  • Ability to troubleshoot issues with Windows Operating Systems and productivity software such as Office 365 and Google Workspace.
  • Ability to work independently and as part of a team.

An equivalent combination of education and experience may be accepted. Low income residents in Montgomery County with the above qualifications are encouraged to apply.