Help Desk Analyst

Help Desk Analyst

Dauphin County Information Technology is currently accepting applications for the full-time position of Help Desk Analyst. The employee in this role is responsible for performing the following essential functions listed below:

1. Triage issues and service requests via phone, email, customer portal, or other mediums that may be implemented.
2. Accurately record and document all details of issue or service request, including categorization into the IT service desk tool.
3. Respond to end-user inquiries regarding the status of incident and service requests and perform follow-ups.
4. Troubleshoot end user issues and resolve upon first contact, when possible. When not possible, efficiently, and effectively document information from troubleshooting efforts in tickets and escalate to appropriate IT Functional group.
5. Perform password resets.
6. Leverage internal and external resources (knowledge bases, manuals, support sites, and vendors) to answer questions and resolve issues.
7. Performs on-site analysis, diagnosis, and resolution of complex desktop problems for clients, and recommend and implement corrective solutions.
8. Install, configure, test, maintain, monitor, and troubleshoot client workstations hardware and software.
9. Adherence to IT policies and processes to ensure consistent quality of service.
10. Maintain an inventory of all IT equipment and licensing in the Help Desk asset management tool.
11. Meets or exceeds service levels for both calls and tickets.
12. Deploys new desktop machines and equipment as required.

Minimum Education, Experience, and Training Requirements

Minimum Education/Training: Graduation from an accredited community college, college, or university, with an associate degree in Information Systems Technology or related field; or, certification in Information Systems with emphasis on operating systems and networking; or combination of experience and education.

Minimum Work Experience: None