The Helpdesk Analyst’s role is to support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, e-mail, or via work order) in a timely and accurate fashion and provide end-user assistance where required. Must have excellent communication skills, self-motivation, and work well on a team. Preference may be given to candidates with CompTIA/A+, CCNA, MTA, CISSP, Network+, MCSE.
Strategy & Planning
• Support development and implementation of new computer projects and new hardware installations.
• Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational hardware needs.
Acquisition & Deployment • Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts.
Operational Management • Perform analysis, diagnosis, and resolution of routine to complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Deploy, configure, maintain, monitor, and troubleshoot end user software, hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products to meet service level agreements.
• Receive and respond to incoming calls, and/or work orders regarding technology problems.
• Act as a liaison to coordinate with third-party support and computer equipment vendors.
• Perform department maintenance tasks including but not limited to permission changes, account setup and maintenance, software deployment, patch deployment, backup management, and invoicing.
• Perform security related tasks including vulnerability assessments, remediation, incident investigation, and the creation of incident response plans.
• Initiate effective work relationships and communication with others, including higher-level professional or technical staff and system users at all levels; follow oral and written instructions and modify procedures when necessary
• Develop and maintain applicable documentation related to work performed.
• Strong verbal and written communication skills to effectively communicate with people of varying technical backgrounds.
• Perform related duties consistent with the scope and intent of the position.
Marginal Duties and Responsibilities:- Other duties as assigned to fulfill duties and obligations of general government division.
Supervisory Responsibilities: None.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: - Associates Degree in Information Systems Administration, Computer Science, or related field (Bachelor's degree (B. A.) from four-year college or university preferred); and
- Two-three (2-3) years related experience and/or training; and
- Minimum of one year experience working with troubleshooting hardware issues and most common desktop applications, client/server software installations, PC and desktop hardware and internal components, workstation imaging in deploying computers, and general equipment support; or
- An equivalent combination of education and experience.
Competency Requirements: - Integrity/Honesty - Contributes to maintaining the integrity of the organization; displays high standards of ethical conduct and understands the impact of violating these standards on an organization, self, and others; is trustworthy.
- Superior Customer Service and Community Relations - Anticipates and strives to meet the needs of both internal and external stakeholders (employees, contracted staff, residents, families, and other internal and external clientele). Delivers high-quality services; is committed to continuous improvement. Communicates/Interacts with members of the public and other key stakeholders in a way that elicits positive response and participation, which on occasion, may include interaction either one-on-one or with several stakeholders at one time to present information and/or represent the facility’s interests.
- Accountability – Assumes responsibility for successfully accomplishing work objectives and delivering results; setting high standards of performance for self and others
- Results Orientation - Maintains a focus on objectives to be achieved and acts accordingly to ensure their accomplishment. Remains focused on outcome and not process.
- Written and Verbal Communication Skills - Recognizes or uses correct grammar, punctuation, and spelling; communicates information (for example, facts, ideas, or messages) in a brief, clear, and organized manner; produces written information, which may include technical material, that is appropriate for the intended audience.
- Flexibility - Is open to change and new information; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; effectively deals with ambiguity.
- Attention to Detail - Ensures information is complete and accurate; follows up with others to ensure that agreements and commitments have been fulfilled.
- Data Gathering and Analysis - Seeks or collects and synthesizes information from a variety of stakeholders and sources in an objective, unbiased manner to reach a conclusion, goal, or judgment.
- Judgment and Decision Making - Accurately assesses situations, seeks new information if necessary, and applies all available information to reach sound conclusions/formulate effective response. Requires little guidance for responding to a wide range of complex situations with far-reaching and/or enduring consequences.
- Leveraging Technology - Demonstrates proficiency in using on-line tools and business applications, creating and maintaining accurate data and communications, including, but not limited to Word, Excel, PowerPoint, and specialized and/or related departmental systems.
- Problem Solving – Anticipates problems; sees how a problem and its solution will affect other areas of operation; gathers information before making decision; weighs alternatives against objectives and arrives at reasonable decisions; adapts well to changes priorities , deadlines and directions; works to eliminate all processes which do not add value; is willing to take action, even under pressure, criticism or tight deadlines; takes informed risks; recognizes and accurately evaluate the signs of a problem; analyzes current procedures for possible improvements; notifies supervisor of problems in a timely manner.
- Self-Management - Organizes and plans for task accomplishment in a way that maximizes efficient performance; establishes and adjusts priorities to ensure timely completion of assigned work/fulfill responsibilities.
Language Skills: Ability to read, analyze, and interpret common technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively communicate technical information to a wide variety of stakeholders ranging from novice users to management, public groups, and/or boards of directors.
Mathematical/Technical Skills: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of computer system networking, design, and programming. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Minimum Skills Assessment Requirements: May be required to achieve a passing score on minimum skills assessment tools.
Certificates/Licenses/Registrations: CompTIA/A+, CCNA, MTA, CISSP, Network+, MCSE certifications strongly preferred. Must successfully pass FBI and criminal background check. Must have valid WI driver’s license and/or access to transportation for work required at various County campus locations.
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.
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.
