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.

Skills required:

  • 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