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Job Details

Help Desk Analyst I II III

Location
Anchorage, AK

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Category:
10
Report To:
Help Desk Supervisor
Primary Functions:
Provide break-fix technical support for end user workstation hardware, operating systems, applications, printers and terminals.
Duties and Responsibilities:
Perform Help Desk Technician I duties and responsibilities.
Troubleshoot, test, debug, and document PC and printer configurations.
Provide Tier 1 Help Desk support to all Alaska USA departments and subsidiaries to assist in the resolution of complex problems. Opens incident trouble ticket for problem resolution, tracking, escalation and follow up. Assist management in developing procedures and techniques for utilizing desktop applications to achieve efficiencies and maximize Automation.
Perform repairs, installs and configure PC related hardware and software.
Manage user profiles (provisioning, maintenance and decommissioning) based on established departmental policies and procedures.
Provide timely provisioning of services and privileges for new employees, terminations, promotions, transfers and name change based on established departmental procedures.
Maintain current professional and technical knowledge in the field.
Assist in the training and support for Help Desk Technician I’s.
Assist technical support personnel in hardware testing, installations, and configurations.
Maintain quality service by following departmental standards.
Perform other duties as assigned.
Requirements
Education:
Associates degree in Computer Science, Mathematics, or related field.
Creditable Experience in Lieu of Education:
Equivalent in technical training and/or work experience.
Experience/Skills:
Two years experience with Network PC, terminal and printer hardware installation and configurations to include related operating systems. Two years experience as a Help Desk Technician I or equivalent technical training. A+ certification, or other manager-approved IT certification, required. Additional technical certifications a plus. Must have excellent oral and written communications skills.
Tenure:
Assignment to the Help Desk Analyst I, category 11, Help Desk Analyst II, category 10, Help Desk Analyst III, category 9, or Senior Help Desk Analyst, category 08, will be determined by the candidate's education or experience. Advancement requires management recommendation and will be based on the candidate's certifications and/or performance.
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