Help Desk Analyst

Provides level 1 and occasional level 2 user support for end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to support efficient and effective business functions. Receives and responds quickly to user or technology issues (e.g. user or team member reported technology problems, concerns, questions, requests) to deliver responsive technical support and communication. Requests additional information to ensure that problems are fully understood and that customers feel heard. Analyzes issues and, if possible, resolves matters immediately to meet customer needs. Thoroughly document issue details, troubleshooting steps are taken, and resolution is taken to build a technical support knowledge base, support reporting metrics, and allow issue follow-up. Independently manages workload and shares anticipated resolution timelines when additional work is required to ensure that issue follow-up occurs and that customers are informed. Identify likely next steps for resolution and route issues to appropriate team members when escalation (e.g., level 2 or 3 support, complaints) or transfer is required to facilitate seamless support transition. Contact hardware, software, and service vendors for troubleshooting, support, or warranty requests to address issues. Assists with technical training to ensure that agency staff are prepared for changes and can use tools effectively. Provides subject matter expertise, serving as a willing source of knowledge and a change champion. #J-18808-Ljbffr STI