The Help Desk Analyst role supports end users with tier-one network and systems assistance in an onsite setting in Carson City, NV. The position includes service desk request tracking, user provisioning, and problem resolution within an agile project management environment for a contract term of 12+ months.

Location and Schedule

Carson City, NV (onsite). Shift hours are 7:30 am to 4:30 pm. Pay rate is $22/hour.

Role Summary

In this role, you will handle customer technical requests in a non-scripted environment, establish new users, maintain user information in Active Directory, and support Service Desk operations. Work is performed in an agile environment, with assigned tasks completed according to State specifications and standards set by the NDOT Desktop Support Manager.

Responsibilities

Provide tier-one network and systems support by answering, responding, and solving customer technical requests in a non-scripted environment.
Set up new users, including network and email accounts, and maintain accurate and complete user information in Active Directory.
Maintain Service Desk request tracking software and utilities, monitor Service Desk user support, and record and track all Service Desk activities.
Assist with asset management of computers, peripheral devices, and printers.
Write customer communications, processes, and other customer-facing documentation.
Proactively monitor, analyze, and troubleshoot information technology issues, then own, follow up on, and drive problem resolution.
Work within an agile project management environment.
Complete assigned work per the specifications and standards established by the State and the NDOT Desktop Support Manager.

Requirements

Solid knowledge of Service Desk and Customer Support center operations.
Minimum 2 years hands-on experience troubleshooting hardware and software products, including (but not limited to): desktops, laptop/tablets, printers, Microsoft Windows, Microsoft Office products, Microsoft Active Directory, wired LAN/WAN, VPN, antivirus, remote access technologies, and mobile devices.
Proactive problem-solving approach.
Ability to manage multiple projects, activities, and tasks simultaneously.
Excellent customer service, interpersonal, and communication skills, including the ability to explain technical information to customers as needed to train or advise them on IT issues.

Technologies

Active Directory
Microsoft Windows
Microsoft Office
Wired LAN/WAN
VPN
Antivirus
Remote access technologies
Mobile devices
Agile project management environment

Certifications (Ideal)

CompTIA A+
CompTIA Network+
CompTIA Security +
MCSA: Windows 10
MCSE: Desktop Infrastructure
ITIL
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Job Description