Helpdesk Analyst

About Us:

Radiant Digital delivers technology consulting and business solutions for commercial and government clients.

Our flexible delivery model allows us to provide end-to-end solution delivery, single project execution, and, or strategic resources. CMMI Maturity Level III and ISO 9001 – 2015 certified.

Required Skills:

A bachelor’s or master’s degree from an accredited college or university in Computer Science, Information Systems, or other related fields is required. Relevant experience may be substituted for education on a year-for-year basis when applicable.

The Department requires the following experience, skills, and/or knowledge for this position.

• One (1) or more years of experience installing computer hardware and software, including personal computers (PC), printers, and peripherals in both a network and standalone environment;
• One (1) or more years of experience installing and troubleshooting clients in a Microsoft networking environment;
• One (1) or more years of experience installing, troubleshooting, and supporting desktop applications and operating systems (OS), including Windows Office Suiter’s OS, Microsoft Office, Outlook, and Internet Explorer;
• Knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP) protocols
• Experience installing, diagnosing, and repairing hardware, including scanners, hard drives, Random Access Memory (RAM), processors, Compact Disc Rewritable (CD-RW), Digital Versatile Disk Rewritable (DVD-RW), multimedia kits, and other peripherals.

Desired Skills

• Experience supporting computers in a criminal justice environment.
• Experience working in a call center environment.
• Experience in Active Directory user administration.
• Provide Tier 1 software and hardware support.
• Assist with maintaining the master knowledge base with how-to documentation.
• Use documented procedures and checklists to provide support to end users with technical issues.
• Use a ticket tracking system to log end-user information, a detailed description of the issue, and troubleshooting steps.
• Attempt first call resolution using basic to moderate troubleshooting steps to resolve common problems.
• Provide triage support over the phone and remotely using department-approved remote tools.
• Escalate problems to Tier 2 technical support.
• Communicate with the end users regarding the status of the issue resolution. Work with teams across IT to quickly identify, escalate, and resolve problems.