Help Desk Analyst (29310)

 Troubleshooting, analyzing, and diagnosing problems reported by phone, e-mail, fax, or other communication method at a Tier II level; identifying remedies and completing resolution activities including validation with the user that the problem has been fully addressed; making referrals to other help desks as appropriate (e.g., problems identified as network, PC/Hardware, server support, or security related); researching and analyzing a wide range of production problems in order to provide technical assistance or determine if automated system modifications and/or enhancements are required
- Opening tickets in the ticket tracking system and following through to resolution within service level agreements.
- Monitoring referred calls including tickets entered in the ticket tracking system for problems referred to other help desks
- Communicating outstanding issues and status with resolution to users and supervisor, programming support staff, other government agencies, and community partners, as applicable
- Preparing and issuing communications statewide regarding system availability.
-Monitoring a variety of system reports and resolving production issues; researching and resolving application errors resulting in bugs or abends with HEAPlus, OnBase, Aztecs, and other mainframe and supported systems.
- Participating on system projects: analyzing business processes, organizational procedures, workflow, and information requirements; documenting business requirements; completing testing activities

- "All your information will be kept confidential according to EEO guidelines".
- All candidates who are authorized to work in US are encouraged to apply.

- Most of our positions require Candidate to clear the Background check prior to commencing the assignment.

SOURCER ASSIGNED: Pete Tylor; Email: pete dot tylor at idealforce.com

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.