Complete Description:
The Help Desk Analyst provides Helpdesk Level 2 Support by performing the skills listed below.
HDA
Years of Relevant Experience:
3 to 5 years field experience
Preferred Education:
4 year college degree in field of specialty or equivalent education and experience combined
Role Description:
All roles specified in plus the following:
•Calls software and hardware vendors to request service regarding defective products.
•Acts as a subject matter expert for one or more custom or COTS applications.
•Talks to programmers to explain software errors or to recommend changes to programs.
•May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
•Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
•Write software and hardware evaluation and recommendations for management review.
•Write or revise user-training manuals and procedures.
•Develops training materials, such as exercises and visual displays.
•Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
Skills:
Skill Required / Desired Amount of Experience
Experience interacting with software and hardware vendors for service requests on defective products
Required 4 Years
Experience with recomendations on alternate approaches to existing software and hardware
Required 4 Years
Experience working with programmers on software errors and recommending changes to programs
Required 3 Years
Experience with large scale Windows 7, XP, tools and technologies
Required 3 Years
Experience with Active directory and group policy objects
Required 3 Years
Experience testing software and hardware products
Required 3 Years
SECRET security clearance
Nice to have 1 Years
Excellent interpersonal skills both oral and written
Required