What are the responsibilities and job description for the Help Desk Analyst I position at Robert Half?
Robert Half is searching for a Help Desk Analyst to support municipal office based in Snoqualmie, WA. This primary responsibility for the Help Desk Analyst is to provide front-line support for the entire IT Department. This will be a contract position that is 100% Onsite.
Job Duties:
· First point of contact for IT end users and City Staff for all technology related issues or concerns.
· Supporting, documenting, updating, and tracking end user service request via telephone, email, or in person.
· Communicate technology concepts in simple and plain speech.
· Triage incoming calls and end user requests to ensure that issues are properly prioritized and resolved.
· Complete troubleshooting by utilizing resource from your own experiences and steps provided by Tier 2 and 3.
· Follow up and ensure that end users are receiving updates on open ticket statuses and that SLAs are being met.
· Identifying and escalating difficult issues that require tier 2 or tier 3 support to resolve.
· Support the onboarding of new employees by issuing necessary hardware and software.
· Set up and test audio visual equipment for all city meetings.
· Support technology needs of Council, Committee, Commissions, and City meetings.
· Provides communication with end users during outages, system wide issues, updates, or other IT events.
· In forms, investigates, and works with Tiers 2 and 3 when there is a pattern in ticket types or issues.
· Attend all IT staff meetings and provide updates on current tickets, issues, and end user feedback.
· Perform minor testing and diagnostics on IT supported hardware and software.
· Utilize remote access troubleshooting and diagnostic tools as needed to support offsite staff.
Requirements
· 2 years of experience in a Help desk related position
· Familiarity with Active Directory
· Installing and troubleshooting Office 365
· Exampling top tier customer service by speaking in Layman's terms
Salary : $27 - $30
