Helpdesk Analyst with L1 tech support, trouble-shooting, documentation, call tracking and phone support experience

Job ID: TX-80219ITHD (94390613)

Helpdesk Analyst with L1 tech support, trouble-shooting, documentation, call tracking and phone support experience

Location: Austin TX (TPWD)
Duration: 12 months

Minimum Requirements:
Years Skills/Experience
2 Skill in delivering excellent Level-I technical support; knowledge of microcomputer architecture and design
2 Skill in problem analysis and utilizing appropriate procedures and techniques to effect problem resolutions
2 Skill in generating detailed and accurate documentation on microcomputer hardware and software problems
2 Skill in providing quality customer service in a courteous and professional manner
2 Ability to generate detailed and accurate problem call tickets utilizing agency standard call tracking system
2 Ability to install, configure and trouble-shoot agency standard microcomputers and their related peripheral equipment
2 Experience providing phone-based support in a call center or help desk environment

This position is responsible for working at the Agency Help Desk. Receives calls for assistance relating to the utilization of computer equipment and software. Provides moderately complex Level-I system support, problem analysis and resolutions in support of the Agency’s Local Area Network (LAN), Wide Area Network (WAN), Agency custom applications and stand-alone microcomputers. Provides technical assistance in the administration of agency standard Windows operating systems, applications software, hardware, telecommunications and networking environments. Installs and configures agency standard software applications. Applies and configures hardware and software upgrades to agency microcomputers. Logs, tracks and resolves problem calls utilizing the Remedy Help Desk Software Package. Works under close supervision with minimal latitude for the use of initiative and independent judgment. Performs additional duties as assigned. Complies with all Agency, Division and Branch rules, regulations and procedures.

80219ITHD_TPWD.docx

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