Job Description:
Provide internal service desk support, including provisioning, setup, configuration, administration, and support of end-user technology (desktop computers, laptops, mobile phones, peripherals, and software). This customer service role requires frequent user interaction to troubleshoot problems, provide support, and communicate resolutions and timelines.
Responsibilities:
Customer Assistance
Provide Level 1 and occasional Level 2 support for end-user technology (hardware, software, printers, file storage, telephony equipment, mobile devices).
Quickly respond to user-reported issues, diagnose problems, perform troubleshooting, and document actions.
Manage workload independently, share resolution timelines, and ensure issue follow-up.
Escalate or transfer issues to appropriate team members and contact vendors for support.
Assist with technical training and serve as a source of knowledge.
Operations
Monitor and maintain end-user technology for performance, security, and usability.
Configure, install, and maintain technology, ensuring it is current, secure, supported, and licensed.
Maintain IT asset inventory, including physical assets, licenses, and subscriptions.
Construction
Assist in developing user training materials, job aids, and manuals.
Develop and refine desktop installation processes and images.
Research and recommend end-user technology solutions to align with agency strategy and best practices.
Exercise discretion and independent judgment in resolving or escalating technical problems. Participate in discussions and decisions with technical teams, business analysts, vendors, SMEs/users, external partners, and managers regarding system functionality and support. Adjust work priorities as agreed with management.
Help Desk Analyst I