Help Desk Analyst

EDUCATION AND EXPERIENCE:

Graduation from high school or equivalent and five years of experience utilizing the fundamentals of typical computer systems, operating systems, applications, and peripherals, three years of which must have included IT work experience in a user support role;

• commercially available operating systems and applications used by the agency;
• help desk applications configuration as used for change/problem management;
• principles and practices of a computer system and peripheral devices as needed to monitor a system;
• user password security principles and practices.

• network domains and login procedures;

• at least one programming language, such as Pascal, COBOL, Natural, Fortran, BASIC, or html for understanding as applies to queries used in common applications;

• create and use disk images;
• provide or develop documentation of systems, jobs, programs, and audit documentation for completeness and accuracy;
• provide testing support by assisting in the monitoring of program tests and reviewing computer output and identifying errors;
• restore data from backup media;

• Detailed knowledge of: departmental policies and procedures related to help desk support; agency change/problem management plan. Working knowledge of: hardware and software specific to an agency.
• Ability to: train and lead assigned personnel; monitor operations in the absence of a supervisor.