Help Desk Analyst

Help Desk Analyst

vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process. Our Staffing solutions will allow you to elude those tasks and place topnotch, high-caliber professionals in the position you need to fill. We use our expertise, knowledge, and global resources to deliver top-quality candidates and tailor our IT and Non-IT recruitment services to your needs. This allows us to deliver the required results in a timely manner that meets your schedule at a substantially reduced cost. We pride ourselves for having one of the fastest growth rate and also the lowest turnover rates in the industry just 2.5 percent annually. We focus on the training and retaining qualified professionals with high personal and work ethics. With the help of our extensive database of internal candidates and CATS applicants tracking system, we can provide quality resources within the limited time frame. We have also successfully placed hundreds of candidates in the areas related to Information Technology, Engineering, professional, Scientific & Clinical, etc. for both our commercial and government clients.

Job Description

Help Desk Analyst 2 (HDA2) - 3 to 5 years field experience

• Troubleshoot automation problems, performing systems administration, installing and maintaining computer and network related equipment and software, providing technical assistance to users, performing liaison duties, and managing automation related equipment and supplies.
• Responsible for procurement and planning, user support, security, and training.
• Work involves independent technical duties supporting organizational departments.
• Configures PC's to meet specifications by installing and maintaining computer and network related equipment and software.
• Obtains approvals and supervisory clearance to install SAP, SCSC, E-mail, Internet, mainframe, etc.
• Maintains PC Inventory by ensuring the system is updated to reflect new equipment and equipment location changes.
• Performs an annual facility wide inventory of all maintained computer equipment, software, and peripherals.
• Work is performed independently throughout the entire institution and involves information technology practices and hardware installations to manage information for the varied areas in accordance with Commonwealth and agency standards.
• Provides support to users on pc's as well as inmate network systems including hardware and software applications.
• Transfers user files and programs as needed or when an upgrade is performed.
• Participates in network setups, including all hardware and software necessary for network operation and functionality.
• Services printers, troubleshoots and resolves hardware and software problems, initiates and tracks service calls to vendors, maintains expertise in desktop operating systems, restores data to file servers and workstations and reconfigure for the LAN.
• Shall receive and coordinate all support tickets for inmate tablet issues
• Responsible for communicating with vendor support regarding kiosk or RMA issues
• Support SCI Forest, Sharon CCC, and Probation and Parole as required.
• Schedules and attends required training hours each year.
• Other duties as assigned.

Required Skills: Tier 2 technical support for hardware and software 4 year college degree in field of specialty or equivalent experience Experience with call tracking and ticketing software Provides user training, documentation, manuals

All your information will be kept confidential according to EEO guidelines.