Help Desk Analyst - Bowie, United States - Bowie State University

Bowie State University

Verified Company

Bowie, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Posting Details:

Job Specification Information
Job Posting Number
S420NE
Position Title
Help Desk Analyst
Class Title
Staff
Regular or Contingent II
Contingent II (more than 6 mos)
Desired Start Date

FLSA

Non-Exempt
Grade/Range

- $40,000
Open Date

05/09/2024
Close Date
05/23/2024
Open Until Filled
No
Duties and Responsibilities
Provide Tier Level I technical support via the phone, ticketing system, chat, and remote tools for students, faculty, and staff.
Answer incoming calls and provide technical support via the phone and remote desktop support tool.
Fulfilling service requests and resolving incidents.
Monitor the ticketing system and chat for incoming technical issues or service requests, following through with the appropriate resolution to promptly solve the issues or escalate the ticket to the respective IT personnel.
Troubleshoot hardware, including desktops, laptops, printers, monitors, and other desktop peripherals.
Troubleshoot software including Win 11 and Win 10, MS Office, MS Teams, Office 365, Adobe, Zoom, etc., and specialized software.
Read, understand, and follow the documentation and set up efficient and prompt ticket resolution procedures.
Record, track, and document all actions taken on customer requests and the final resolution.
Perform postresolution followups to help requests.
Deploy or Replace desktop hardware and software in accordance with standards and procedures.
Supports requests for desktop computer hardware and software installs.
Minimum Qualifications
These are the job duties for required of the position

Education

A High School Diploma or GED is required. Computer majors preferred.

HDI, ITIL, or A+ Certification is encouraged.
Experience

A minimum of two (2) years of experience working with networked computers or an equivalent combination of education and experience.
Knowledge Skills and Abilities
Ability to diagnose and resolve enduser network or printer problems, hardware, operating system, and softwarerelated problems, Internet, and localarea network access problems
Knowledge of operating systems (Windows, macOS) preferred)
Working knowledge of Win 10 and macOS
Working knowledge supporting Microsoft Office 365, including Outlook, Word, Excel, and PowerPoint, along with prior experience in Visio, SharePoint, and Project. MS Teams and Zoom.
Good troubleshooting skills Strong communication skills
Strong customer service skills
Effective problemsolving skills
Effective written and verbal skills
Must also be able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly and effectively in emergency situations
Must be able to instruct, direct, guise, and share information with technical and nontechnical personnel.
This position requires midlevel knowledge of hardware, software, local peripherals, and mobile devices in both a PC and MAC environment.

Conditions of Employment

This is a contractual position.

-
Other

Non-Union Position.

Some Remote Hours are allowed after completing the probationary period.

Bowie State University offers an excellent benefits package This includes tuition remission, including eligible dependents, choice of medical/vision plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental, prescription, life insurance, and training and development.

- Posting Detail Information
Special Instructions to Applicant

Quick Link for Internal Postings-
Supplemental Questions:Required fields are indicated with an asterisk (*).

Do you have a high school diploma or GED?
Yes
No
Do you have a minimum of two (2) years of experience in information security or a related field?
Yes
No
Do you possess an HDI Certification or A+ Certification?
Yes
No

Applicant Documents:

Required Documents