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Help Desk Analyst

Lake City, FL
Cordia Resources by Cherry Bekaert is seeking a Help Desk Analyst to support one of our clients on a 1 year contract basis. Details below.

Title: Help Desk Analyst
Location: Lake City, FL
Hourly Rate: $20.00/hour
Job Type: Contract (1 year)

Job duties:
  • Monitors Service Desk queue and resolves support tickets as assigned.
  • Documents work performed and resolution(s).
  • Identify, analyze, and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
  • Provides high level of customer service by providing status and information to the customer.
  • Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.
  • Performs advanced troubleshooting to determine cause of problem.
  • Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.
  • Works with staff on issues outside their areas of responsibility as needed.
  • Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
  • Provides Tier III advanced support for other Technicians as needed or assigned.
  • Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
  • Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
  • Participates on statewide teams, both internal and external to the Office of Information Technology (OIT).
  • Provide facts to facilitate the team's decision-making process and to achieve the team's goals.
  • Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
  • Coordinates service calls and repairs for warranty and non-warranty items.
  • Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
  • Installs, maintains, and supports specialized software applications as assigned.
  • Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.
  • Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
  • Assists with reserving, setting up, and troubleshooting of AV and VC equipment.

Job experience:
The submitted candidate must be able to apply the specific knowledge, skills, and abilities in the following areas:
  • Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment
  • Knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
  • Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware
  • Skilled in the installation, maintenance, trouble shooting, and support of audio video presentation equipment including basic room setup and design.
  • Ability to perform advanced troubleshooting on various manufacturers of audio video equipment
  • Ability to plan, organize, manage and track projects
  • Ability to communicate effectively both verbally and in writing
  • Ability to read, understand, and comply with the department's policies
  • Ability to multi-task, appropriately prioritize, work with minimal supervision, and achieve results in a fast-paced environment is required
  • Familiar with iPhone and Android Smartphones

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