Help Desk Analyst

Job Title: Help Desk Analyst I Location: Salem, Oregon 97301 Duration: Long Term Job Description: • Provides level 1 and occasional level 2 user support for end-user technology (e.g., hardware, software, printers, file storage, information services, telephony equipment, and mobile devices) to support efficient and effective business functions. • Receives and responds quickly to user or technology issues (e.g. user or team member reported technology problems, concerns, questions, requests) to deliver responsive technical support and communication. • Requests additional information to ensure that problems are fully understood and that customers feel heard. • Analyzes issues and, if possible, resolves matters immediately to meet customer needs. • Thoroughly document issue details, troubleshooting steps are taken, and resolution is taken to build a technical support knowledge base, support reporting metrics, and allow issue follow-up. • Independently manages workload and shares anticipated resolution timelines when additional work is required to ensure that issue follow-up occurs and that customers are informed. • Identify likely next steps for resolution and route issues to appropriate team members when escalation (e.g., level 2 or 3 support, complaints) or transfer is required to facilitate seamless support transition. • Contact hardware, software, and service vendors for troubleshooting, support, or warranty requests to address issues. • Assists with technical training to ensure that agency staff are prepared for changes and can use tools effectively. • Provides subject matter expertise, serving as a willing source of knowledge and a change champion.