Full Time, Employee
The Technical Support/Help Desk Analyst provides Helpdesk Level 2 Support by performing the skills listed below.
- Applies predefined images to agency PCs and laptops and verifies successful completion.
- Installs approved software that is not part of the base image.
- Installs and configures peripheral devices (scanners, printers, etc.) and drivers as necessary.
- Provides PC/laptop troubleshooting as required.
- Use ServiceNow to update and resolve trouble tickets.
- Provide customer service relating to helpdesk tickets.
- Follow quality standards and displays strong customer service skills.
- Strong communication skills; both written and spoken.
- Tier 2 technical support for both hardware and software issues
- Experience with call tracking and ticketing software
- Provides user training, documentation and manuals
- Experience with Windows 7, Office 2010, PC/Laptop, hardware troubleshooting, network connectivity/troubleshooting