Senior Help Desk Technician

• Assists users in troubleshooting by identifying the nature and severity of their problem, attempting to resolve problems over the phone
• responds to user questions and problems about agency standard hardware, software, IS procedures, system status, and downtime
• Conducts follow-up sessions with users, assisting in the timely resolution of problems reported to the Help Desk
• Acts as intermediary between the user and IS technical staff to close open items and to ensure user satisfaction
• Provides recommendations for process and procedure development and improvements
• Reviews procedures on a predetermined cycle to ensure correctness and to analyze them for continuous process improvements
• Ensures daily process control of the IS Help Desk while identifying and implementing continuous improvement opportunities
• Provides trend analysis and root cause analysis with the use of Help Desk tools and input by IS staff
• Conducts root cause meetings as necessary to provide corrective/preventative action to problems encountered by the IS Help Desk or IS staff

• Knowledge of database concepts used with the current call tracking system and inventory system
• Knowledge of technical computer terminology
• Knowledge of PC computer hardware and software to include, but not limited to, MS Office Suite, MS Project, MS Visio, Teams, OneNote and To Do
• Ability to diffuse tense or difficult customer service situations with appropriate use of interpersonal and communication skills
• Ability to use advanced computer, analytical and personal communication skills to resolve problems that are more difficult
• Ability to write technical and operational procedures for the Help Desk
• Any combination of education or experience equivalent to a high school diploma with technical coursework
• Minimum of approximately five years increasingly responsible Help Desk experience in a large network environment
• Experience with networked PCs and printers, troubleshooting, providing in-depth support for Microsoft Office Suite, and trend analysis

Prior experience in a senior or lead position is desirable

• Medical benefits
• Paid vacation
• Paid holidays
• PTO