Help Desk Analyst

Are you someone who strives for excellence, values accountability, provides the best service, all while reflecting unwavering integrity? Our talented team members across the state follow the behaviors, beliefs and outcomes of these core values to ensure that our vision is met. If you're ready to join the TSTC family and make great memories please complete our application process.Job DescriptionThe role of Help Desk Analyst serves as the primary Help Desk contact and is responsible for tickets and / or work orders from creation to resolution. The Help Desk Analyst will manage multiple priorities; follow through on open tickets to completion, and escalate problems as appropriate following Help Desk procedures.Essential FunctionsRespond promptly to telephone calls and emails send to the Help DeskOpen and/or close work orders (via Help Desk Software) on each call receivedGuide end-users through troubleshooting procedures to restore servicesEscalate problems and requests as necessary to ensure a positive resolutionDiagnose and troubleshoot problems with PCs, software, communications devices, servers and network connections as requiredCoordinate with supporting teams to ensure proper hand-off, escalation, and closure of Helpdesk ticketsConduct installation, upgrade and overall maintenance of PC desktop systems, software andperipherals.Demonstrate an increasing level of proficiency in hardware, software, networking and other technologies supported by TSTC.Education/Experience/Knowledge/SkillsAssociates Degree in Technical field1-2 years desktop and network troubleshooting experience across multiple vendor platforms, various printers, PDA’s and IP Phones1-2 years experience installing and troubleshooting Microsoft Windows XP/Vista/7 and Office 2003/7/10, Anti-Virus software and Malware1-2 years experience in administering Microsoft Server 2003/2008 and Active DirectoryAbility to work effectively without constant supervision and as a team playerAbility to define problems, collect data, establish facts and draw valid conclusions quicklyAbility to communicate effectively with co-workers and clients verbally and through written communicationExcellent time management skillsAbility to multi-task many requests in an organized and timely mannerMust be able to balance and prioritize requests from multiple peopleCompTIA, A+, Network+, or ITIL Foundations a plusMay need to work evening or weekend hours for server maintenance or break/fix repairs.Equal Opportunity EmployerTexas State Technical College (TSTC), as an equal opportunity employer, complies with all applicable federal and state laws regarding nondiscrimination. TSTC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, disability, religion, or veteran status in employment, educational programs and activities, and admissions.Employment Eligibility VerificationIf hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at TSTC.Background ChecksA criminal history background check will be required for the finalist(s) under consideration for this position. #J-18808-Ljbffr