Job ID: TX-80218HELPDESK (94290529)
Helpdesk Analyst with pc/peripheral trouble-shooting, documentation, call tracking and ticketing experience
Location: Austin TX (TPWD)
Duration: 4-5 months
Minimum Requirements:
Years Skills/Experience
2Knowledge of microcomputer architecture and design
2Skill in delivering excellent Level-I technical support
2Skill in problem analysis and utilizing appropriate procedures and techniques to effect problem resolutions
2Skill in generating detailed and accurate documentation on microcomputer hardware and software problems
2Skill in providing quality customer service in a courteous and professional manner
2Ability to generate detailed and accurate problem call tickets utilizing agency standard call tracking system
2Ability to install, configure and trouble-shoot agency standard microcomputers and their related peripheral equipment
2Experience providing phone based support in a call center or help desk environment
The contractor will be work in the Agency’s Help Desk and receive calls for assistance relating to the utilization of computer equipment and software. The contractor’s responsibilities will be to provide moderately complex Level-I system support, problem analysis and resolutions in support of the Agency’s Local Area Network (LAN), Wide Area Network (WAN), custom agency applications and stand-alone microcomputers; provide technical assistance in the administration of agency standard Windows operating systems, applications, software, hardware, telecommunications and networking environments; install and configure agency standard software applications; apply and configure hardware and software upgrades to agency microcomputers; log, track and resolve problem calls utilizing the Remedy help desk software package.