Primary Purpose:

The Help Desk Analyst’s role is to deliver support to end users in the Department on the use of various types of software programs and technology hardware efficiently and effectively in order to fulfill business objectives. This includes troubleshooting enterprise applications, software and hardware for all Harris County Department of Education divisions.

 

Qualifications:

Education/Certification:

* Associate’s degree in computer science, information systems, and/or four years equivalent work experience

* Certifications or in-depth, hands-on knowledge of and experience with enterprise and desktop applications, including Microsoft Office, Helpdesk ticketing systems, and Microsoft networks

* Certifications A+

 

Special Knowledge/Skills:

* Knowledge of basic computer hardware configuration and installation

* Working knowledge of diagnostic utilities

* Basic understanding of networking principles

* Good writing, organization, oral communication and interpersonal skills

* Strong customer service skills required

* Good analytical and problem-solving skills

* Ability to prioritize tasks in a high pressure environment

 

Experience:

* Working knowledge of personal computers in a network environment

* Experience with desktop operating systems, including Windows and MAC OS a plus

* Application support experience including Microsoft Office suite, Adobe Acrobat, etc.

* Ability to use web technologies to access software updates, drivers, knowledge bases, and frequently asked questions (FAQs)

 

Major Responsibilities and Duties:

• Field incoming support requests from end users to resolve hardware and software issues.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in the call tracking system.
• Act as liaison between the various groups in Technology.
• Prioritize, schedule, and administer all support requests received.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Communicate application problems and issues to key stakeholders, including management, development teams, and end users.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Identify and learn appropriate software applications used and supported by the organization.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Keep abreast of changes, advancements, and/or improvements in Information Technology for possible implementation when applicable.
• Present ideas in business-friendly and user-friendly language.
• Provide administrative support for various HCDE systems.
• Provide an escalation path for the Helpdesk Technicians for advanced issues.
• Perform other duties as assigned.