Help Desk Analyst I

This role offers a long-term contract employment opportunity.

• Responding to and resolving hardware and software-related queries and issues.
• Monitoring and processing service requests from various sources and tracking their status.
• Ensuring compliance with software licensing requirements through meticulous inventory management of PC-related equipment and software.
• Evaluating, purchasing, and installing new microcomputer hardware and software according to user requirements and established standards.
• Maintaining up-to-date support documentation, including problem logs, troubleshooting guides, and installation procedures.
• Conducting training sessions for users to enhance their ability to effectively utilize applications.
• Providing secondary system-level support for the city's critical systems, including the City’s Enterprise Resources Planning System.
• Collaborating with the Director of IT and other contract staff to enlist outside support or services as needed.
• Utilizing strong analytical and problem-solving skills to address complex technical issues.
• Leveraging strong written and verbal communication skills to clearly and concisely explain complex concepts and requirements.
• Minimum 3 years of experience as a Help Desk Analyst or similar role
• Strong knowledge of Cisco Technologies
• Proficiency in using and managing Active Directory
• Experience in handling Apple Devices
• Strong knowledge of Computer Hardware
• Experience in Configuration Management
• Proven track record of managing Deployments
• Proficiency in Microsoft Office 365
• Excellent problem-solving and communication skills
• Ability to work in a team and independently
• Bachelor’s degree in Computer Science, Information Technology or related field preferred
• IT certifications like CompTIA A+ or Microsoft Certified: Azure Fundamentals will be an advantage
• Must have a customer-oriented attitude and excellent multitasking skills