Help desk analyst

Location
Main Office Kensington, Md 10400 Detrick Avenue
Posted
Feb 08, 2019
Closes
Mar 02, 2019
Function
Administrative
Hours
Full Time
Responsible for first line technical support to clients and primary point for all administrative tasks in the Information Technology Division.  Attempt low to mid level troubleshooting of IT related problems.  Escalate unresolved calls to the appropriate IT group.  Track and route issues in Help Desk software.  Enter updates of inventory into tracking system.  Preserve and grow knowledge of common IT issues and their resolutions.  Develop and maintain documentation of IT FAQs for publication on HOC intranet.  Perform routine distribution, installation, and upgrades of applications, when necessary.  Participate in periodic department reporting (i.e., inventory).  Perform other duties as assigned.

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