Help Desk Analyst II

Description

The Help Desk Analyst II supports the daily operations of the College by providing support of personal computing devices, software applications, audio-visual, voice, and data communication systems.   The Help Desk Analyst II interfaces with College staff and students, outside vendors, and community members who use College IT facilities. This is a technical position requiring excellent analytical and people skills. Work performed supports all campuses and sites of Chesapeake College.  During the regular school year, the IT Support Center operates from 8:30 a.m. until 7:00 p.m. Monday through Friday.   The Help Desk Analyst II works a 7-hour shift, which varies in order to provide coverage.   The typical shift may be 8:30 to 4:30, 10:00 to 6:00, or 11:00 to 7:00.  Occasionally, coverage may include early mornings, evenings, or weekends in order to support the needs of the Support Center.  The Help Desk Analyst II reports to the Help Desk Manager.  Occasional travel to other Chesapeake College sites may be required.

Examples of Duties

•    Provides level one and two phone support for all campus IT systems.  Identifies and resolves technical and non-technical problems with campus standard IT equipment.

•    Installs, maintains, and configures desktop station equipment, networked devises, and all associated equipment.

•    Records and maintains an accurate database of end-user requests in the IT Support

Center software.

•    Provides both formal and informal training on the use of IT systems to campus community.

•    Participates and supports major IT implementation and upgrade projects as required.

•    In depth understanding of Windows operating system installation and configuration, including firewall and security policies. In depth understanding of Microsoft Office features and configuration, strong emphasis on Word, Excel and Outlook.

•    Basic understanding of Active Directory concepts and functions and the ability to create and modify Active Directory accounts. 

•    Ability to create clear, accurate, and concise documentation of standard operating procedures.

•    Other duties as assigned.

Qualifications

Associate’s degree in computer science, information systems and technology, or tele- communications.   May substitute one year directly related experience and a minimum one- year formal technical training.   One year professional work experience in a technical environment that included hardware and software installation and support.

Supplemental Information

•    Most of the job is sedentary, however, occasional periods of light work may be required; Lifting up to approximately 50 lbs. occasionally.

•    The worker may be exposed to primarily to inside office conditions.

•    Visual acuity appropriate for an administrative position,

•    Hearing,

•    Fingering,

•    Grasping,

•    Pushing, pulling, lifting, reaching – occasionally,

•    Climbing stairs – occasionally,

•    Walking, frequently,

•    Occasional travel may be required.