Helpdesk Analyst with pc/peripheral trouble-shooting, documentation, call tracking and ticketing experience

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
2 Knowledge of microcomputer architecture and design
2 Skill in delivering excellent Level-I technical support
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

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.

80218HELPDESK_TPWD.docx

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