What are the responsibilities and job description for the Help Desk Analyst position at Smart IMS Inc.?
- Local Candidates required as this is onsite role ****
530 Center Street Suite 500 Salem, Oregon 97301 (Onsite role)
Contract Role
The primary purpose of this position is to provide internal service desk support services. This includes the provisioning, setup, configuration, and continued administration and support of end-user technology such as desktop computers, laptops, mobile phones, peripherals, and software. This position is a customer service role, meaning that frequent user interaction is required to troubleshoot problems, provide support, and communicate about resolutions and timelines.
Customer Assistance
- Provides level 1 and occasional level 2 user support for end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to support efficient and effective business functions.
- Receives and responds quickly to user or technology issues (e.g. user or team member reported technology problems, concerns, questions, requests) to deliver responsive technical support and communication.
- Contact hardware, software, and service vendors for troubleshooting, support, or warranty requests to address issues.
- Assists with technical training to ensure that agency staff are prepared for changes and can use tools effectively.
- Monitors end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to quickly address performance, security, or usability problems.
- Configures, installs, and maintains end-user technology to ensure that technology is current, secure, supported, licensed, and aligned to agency and enterprise technology standards and reference models.
- Assists in maintaining an inventory of all IT assets, including physical assets, licenses, and subscriptions, to support informed IT planning and decision-making.
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