Help Desk Analyst
Education A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field. Requirements Answer Service Desk calls and log each call into the IT Service Desk system. Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system. Ensure that all workstations have current drivers, patches and security updates. Createrestore workstation images. Troubleshoot workstation network connectivity issues. Set up new workstations and printers to access the network. Deploy new state procured equipment and software to the existing network. Replace existing hardwaresoftware and remove the hardwaresoftware and transport to a specified location. Document movesaddschanges in accordance with MDTA inventory and DGS policiesprocedures. Troubleshoot issues regarding all hardware and software stated above. Install softwarehardware on workstations. Work in cooperation with the current contractors as well as other MDTA staff. Attend internal MDTA staff meetings as requested. Update Service Desk requests on a daily basis Assist in the development of installation instructionsstandard operating procedures for applications. Other related duties as assigned by MDTA Division of Information Technology management. Minimum Personnel Qualification TO Contractor personnel shall have at least three (3) years' experience in each of the following Providing Tier 1 IT support to customers in a Service Desk environment Troubleshooting PC hardware and software in a Microsoft networked environment Microsoft Active Directory user and device management Past experience repairing, installing, upgrading, and reconfiguring any of these items PCs Laptops Stand-alone and networked printers Stand-alone and networked scanners Modems Past experience installing and configuring PC operating systems (at a minimum Microsoft Windows) Server operating systems (at a minimum Microsoft Windows Server) Standard MDTA software (at a minimum all of the following) Microsoft Office Productivity Suite, Microsoft Outlook Email Client, McAfee VirusScan, and Adobe Acrobat Service Desk software (any of the following) Maximo Service Desk, Remedy, or equivalent Remote Desktop software (at a minimum all of the following)Microsoft Remote Desktop, LANDesk General Experience This position requires a minimum of seven (7) years of experience in a business IT environment with emphasis on PC computer hardware and applications. General experience includes, but is not limited to information systems development, work in the clientserver field, or related fields. Specialized Experience At least five (5) years comprehensive knowledge of PC operating systems, eg, DOS, Windows, as well as work on a help desk. Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude.