Help Desk Support Analyst

BASIC PURPOSE

The Goal of the PSTA IT department is to lead, research, purchase, secure and manage all Authority technologies through recommendations and participation for the divisions within the agency.

The department provides and maintains the infrastructure to drive change.

The Help Desk Support Analyst will be responsible for providing first-level contact for incoming systems issues, answering questions, and providing guidance to customers.

The Analyst plays a crucial role in maintaining the efficiency and productivity of our organization by ensuring timely and effective resolution of IT-related problems.

Responsibilities will include troubleshooting hardware and software problems, providing basic technical support, and escalating more complex issues as needed.

This is a full-time position that requires regular and reliable on-site attendance based on business need.

There is the ability to work a flexible schedule, including some overtime as approved in advance.

 

ESSENTIAL FUNCTIONS

 

·         User Assistance: Provide guidance and support to end-users on how to use software applications, operate hardware, and follow IT policies and procedures.

 

·         Maintain excellent verbal and written communication to provide customer service that empathize with and support users, ensuring a positive experience.

 

·         Technical Support: Respond to and resolve incoming support requests via phone, email, or ticketing system in a timely and professional manner.

 

·         Troubleshooting: Strong problem-solving skills with the ability to diagnose and resolve basic hardware, software, and network issues.

This includes setting up new user accounts, installing software, and troubleshooting common problems.

 

·         Escalation: Understands how to triage and prioritize issues.

Identify and escalate complex technical issues to Tier 2 or higher-level support teams as needed, ensuring clear and detailed information is provided for resolution.

 

·         System Monitoring: Monitor and report on system performance, alerting higher-level support staff to potential issues or irregularities.

 

·         Documentation: Maintain accurate records of all support requests and resolutions in the ticketing system.

 

·         Document issues, solutions, and recurring problems to help improve overall support processes.

 

·         Continuously maintaining ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.

 

·         Training and Development: Stay current with new technologies and best practices in IT support.

Participate in ongoing training and development activities to improve technical skills, knowledge and further career development opportunities.

 

·         Keep up to date with knowledge-based articles and other technical-relat...