Help Desk Analyst

Responsibilities Provide Level 1 Help Desk support via telephone, remote access, and in-person assistance Troubleshoot hardware, software, and user account issues Process user administration requests including user moves, additions, modifications, and access changes Review and validate user administration forms for completeness and accuracy Create, modify, and maintain user accounts following agency procedures Escalate technical issues to higher support levels when necessary Assist users with system access, password resets, and application-related issues Coordinate with agency supervisors and external state agencies to complete user administration activities Maintain accurate documentation and records of support activities Deliver excellent customer service while supporting agency end users Required Qualifications Minimum 1 year of experience providing Help Desk or Desktop Support services Experience with PC hardware and software installation Experience supporting end users both in-person and remotely Strong customer service and communication skills Experience working with Microsoft Active Directory Proficiency with Microsoft Office applications Strong verbal and written communication skills Ability to work independently and as part of a team Preferred Qualifications Experience with user account administration and access management Experience supporting Windows 10 and Windows 11 environments Experience with Office 365 Experience with device management, device imaging, and device troubleshooting Knowledge of DNS and networking concepts Strong troubleshooting and problem-solving abilities #J-18808-Ljbffr