Help Desk Analyst

Job title: Help Desk Analyst Location: Concord, NH [Onsite] Duration: 7 months Type: contract LOCAL CANDIDATES ONLY!!! (In - person interview) Job Description : Under the direction of the HDS Mgr/Lead, this resource assists with problem resolution for desktop operating and maintenance functions; provides second tier desktop-related troubleshooting for help desk services, for multiple supported technologies. JOB DESCRIPTION: Performs all Help Desk functions that include but are not limited to the following: Preliminary and second tier troubleshooting of Windows operating systems and all state standard software. Troubleshoots network connectivity issues through Windows Active Directory including unlocking accounts and changing passwords. Provides technical problem resolution to all (Client) users as well as tracking the computer-related problems vi help desk tool. - Identifies reoccurring issues and recommends constructive resolution. Maintains and creates help desk documentation, including Knowledge Base articles for use by Client technicians and customers. Interacts with all levels of Client customer base and staff in a professional, courteous and expedient manner. Assists, trains and mentors' internal customers and the end user community in technical matters associated with personal computer hardware, software and peripherals. Contacts and interacts with customer and state approved vendors to correct problems with equipment or service through to service restoration. Provides ongoing coaching to Client team members in an interactive and as needed basis. Maintains proficiency in the support of hardware and software systems in support of the Help Desk Service mission. Assists in the development of technical training programs and materials. Required Skills: Professional experience troubleshooting Windows desktop operating systems, Windowsbased application software for end users. Professional experience using Microsoft Active Directory to unlock end user accounts and change user passwords Professional experience troubleshooting network connectivity issues for end users. Professional experience utilizing remote access tools, such as ConnectWise, to access end user devices for troubleshooting problems Professional experience working with a help desk ticketing system, such as BMC Footprints or other similar ticketing systems. Experience in the use of Microsoft tools such as Outlook, Teams and SharePoint. Strong Customer Service skills and communication skills both written and spoken are essential to being selected for this position.

Created: 2024-10-29