Title: Helpdesk Analyst
Location: Denver, CO
Duration : 05 months
Client : State of Colorado
Job Description:
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. May require an associate degree in a related area and at least 1 year or equivalent experience in the field or in a related area. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.
Answer call center phones in a friendly, helpful and professional manner. Open a ticket for support and provide that support once trained. Create new network user accounts per procedure, Disable network accounts per procedure. Update Microsoft exchange information per procedure based on information supplied. Work tickets assigned in the queue and assist with assigning tickets to others in the team. Must be very customer service oriented, enjoy working with users to solve their issues over the phone primarily and in person when assigned. Adept at asking questions to better support the user with process and procedures. Must be a team player.
Temporary position only. Must live local. Must be able to work from home on Fridays. Must be able to interview in person. Must be able to take CJIS certification training/exam.
Skills:
| Type | | Category | | Qualification | | Description | | Competency | | Required | | |
| | Skills | | Networking | | TCP/IP | | | | Novice (1-3 Years) | | No | |
| | Skills | | Operating Systems | | Windows 9x/2000/XP/NT/Vista/7 | | | | | | No | |
| | Skills | | Others | | Service Desk Ticket System | | Prefer Service Now experience. Others will be considered if listed. | | Novice (1-3 Years) | | Yes | |
| | Skills | | Others | | A e Acrobat | | | | Novice (1-3 Years) | | No | |
| | Skills | | Others | | Communication skills both verbal and written | | | | Proficient (4-6 Years) | | Yes | |
| | Skills | | Others | | Learning ability | | | | Proficient (4-6 Years) | | Yes | |
| | Skills | | Others | | Teamwork | | | | Proficient (4-6 Years) | | Yes | |
| | Skills | | Security | | Active Directory | | | | Novice (1-3 Years) | | Yes | |
| | Skills | | Tools | | Microsoft Office | | | | Novice (1-3 Years) | | Yes | |