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Help Desk Support Specialist

Help Desk Support Specialist

Help Desk Support Specialist - Onsite – Williamsburg, DH

Job Summary:

Technical position that performs agency wide computer systems analysis and support.  Primary responsibility is to perform systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications and detailed documentation of resolution.  The employee will provide level 1 technical support to over 200 end-users by troubleshooting both hardware and software issues.  Additional duties include new employee computer orientation training and configuration, deployment and maintenance of hardware and software solutions.  Work requires solid technical knowledge, attention to detail, and exceptional analytical and organizational skills.

Duties:

Provides level 1 and level 2 help desk support for IT-related questions.

  • Performs systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications and detailed documentation of resolution.
  • Performs design, development, configuration, documentation, analysis, creation, testing, modification or upgrade of computer systems or programs based on and related to user or system design specifications.
  • Performs design, documentation, testing, creation or modification of computer programs related to machine operating systems.  This includes imaging of workstation computers to include desktop, laptop and tablet models.
  • Utilizes remote access tools to provide support and troubleshooting.
  • Establishes and maintains cooperative and effective working relationships with staff.
  • Conducts new employee computer orientation training every two weeks.
  • Assists with system backups and in monitoring system data integrity and security.
  • Performs configuration and deployment of mobile devices to include smart phones and regular cell phones.
  • Assists with the VoIP phone system.
  • Assists staff with user proficiency related to audio/visual equipment.
  • Performs staff IT hardware relocation as needed.
  • Performs related duties as required

Performs routine work under supervision in accordance with established procedures and specific instructions and entails some independent functioning.  Work is balanced between end-user requests and individual assignments that support completion of short and long term projects for the agency’s Information Technology department.

 

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