Help Desk Analyst II chez Harris County Department of Education

Primary Purpose:

The Help Desk Analyst II role is to provide computer system technical software and hardware support, investigate and analyze feasibility of software programs, and application level support.  Competent knowledge of basic SQL support (backup, restore, scripting, stored, procedures, functions and triggers).

Qualifications:

Education/Certification:

• Bachelor’s degree from an accredited university preferred or equivalent work experience
• Certifications Network+, MCTS preferred

Special Knowledge/Skills:

• Strong organizational, communication and interpersonal skills
• Exceptional phone and communication skills (be courteous and understanding)
• Good analytical and problem-solving abilities
• Excellent written, oral, interpersonal, and presentational skills

Experience:

• Three years of experience within a Lan/Wan administration environment
• Experience in working with enterprise wide hardware and software
• Experience supporting Microsoft products including SQL
• Experience with Help Desk ticketing system administration a plus

Major Responsibilities and Duties:

• Perform a variety of advanced problem analysis and monitoring tasks for the Technology division, including the troubleshooting of various network management systems and respond appropriately to user requests and problems; perform initial problem analysis and triage problems to the Technology staff when appropriate.
• Responsible for key systems and Help Desk services assigned by the Help Desk Manager.
• Participate in the preparation of standard operating procedure manuals and documentation for help desk staff.
• Assist the Help Desk staff by being a point of escalation within the Help Desk.
• Assist in development of help desk procedures.
• Assist in on-site installations of network systems for users.
• Guide projects from start to finish in an orderly manner.
• Keep abreast of changes, advancements, and/or improvements in Information Technology for possible implementation when applicable.
• Provide guidance to all members of the team.
• Effectively prioritize and execute projects in a high pressure environment.
• Present ideas in business-friendly and user-friendly language.
• Provide administrative support and reporting services for various HCDE systems.
• Provide an escalation path for the Helpdesk staff for advanced issues to be escalated to other Technology groups.
• Follow a phone incident problem from initial call to completion and follow up call.
• Perform other duties as assigned.