IT Helpdesk Analyst - (24-IT-601003-083)

Job Description

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by the incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a "contract" between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the General Manager.

SUMMARY:

The IT Helpdesk Analyst position will be responsible for responding to inquiries and requests for assistance with software, technical, and other problems to be resolved. This position provides expertise, advice, and advance knowledge, including in-depth problem-solving to users or customers to help diagnose and resolve their computer or system equipment issue. The analyst position is responsible for troubleshooting methods to fix problems and log complaints into a database. Amongst other responsibilities, the analyst will open, track and close trouble tickets, and remain on top of status updates and requests, while reporting back with the customer.

ESSENTIAL FUNCTIONS:

• Provide IT support for all DC Water sites.
• Respond to requests for technical assistance in person, via phone, or electronically.
• Receive and respond to IT support requests in a timely manner; following set procedures for logging, reporting, and monitoring the desktop environment set by the IT Customer Service Supervisor.
• Manage operations, projects and administer help desk software.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Manage Software Licenses, Installations, and Documentation.
• Responsible for deploying baseline configuration images for computer installations using SCCM or similar imaging technology.
• Responsible for configuration, performance, and operation of individual computer systems.
• Troubleshoot and resolve problems with:
  • Windows 10 Desktop and mobile device systems on-site, remotely or by phone.
  • Microsoft Office 2016, Office 365 hosted applications, SharePoint, and additional workplace software products
  • Printers, devices, and peripherals
  • Cell phones, tablets, and other mobile/wireless devices
  • Patch Management
• Responsible for hardware and software deployments and IT inventory of said equipment

Supervisory Responsibilities: N/A

Key Working Relationships: All members of the IT staff as well as other departments.

EDUCATION / EXPERIENCE & OTHER MINIMUM QUALIFICATIONS REQUIRED:

The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential function satisfactorily. Reasonable amounts of training are provided.

• Bachelor's Degree in Computer Science, Information Technology, preferably in Network, Telecommunications, or Engineering or a related technical field from an accredited college or university and three (3) years of relative work experience; or an equivalent combination of education and experience.
• Must possess and maintain a valid motor vehicle operating license.
• Must have an excellent working knowledge of Active Directory, Office 365, and basic end-user networking troubleshooting.
• Must have excellent written and communications skills to provide end-user telephone and remote support.

PHYSICAL DEMANDS OF THE WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to lift 60 pounds.
• Required to work evenings and weekends as needed.

We are proud to be an EEO/AA employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing

The Americans with Disabilities Act prohibits discrimination against "qualified individuals with disabilities". If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email [email protected].