Help Desk Analyst

Role Overview

• Serve as first point of contact for computer users seeking technical assistance via ticketing system, email, phone, or personal contact.
• Perform troubleshooting remotely, or in-person, to determine and apply the best solution for the situation.
• Consult with Helpdesk Team Lead to assist with complex or unfamiliar issues.
• Record issues and resolutions in Helpdesk ticketing system.
• Install and configure computer hardware, software, operating systems, printers, and scanners.
• Travel to remote sites and provide IT support as part of SERT.
• Issue and receive IT equipment and complete required documentation.
• Support FDEM IT inventory requirements.
• Monitor a state-issued cell phone at all times.
• Respond to emergency activations and any other IT related matter which may arise during non-scheduled work hours.
• Work overtime, night shift, and weekends as necessary.

Requirements

• Valid driver’s license.
• Proficiency in computer technology, either through education, self-study, or hands-on experience (e.g., home labs, personal projects, or tech hobbies).
• Ability to lift up to 50 lbs.
• Ability and willingness to obtain any required certifications.
• Familiarity with IT Helpdesk environment.
• Reasonable understanding of computer hardware, software, and operating systems, whether through self-study, education, or personal experience.
• Ability to troubleshoot and resolve computer and printer issues.
• Possess networking and server troubleshooting skills.
• Tech savvy with knowledge of office automation hardware and software, including computer operating systems, and productivity software.
• Self-starter without need for constant supervision.
• Ability to prioritize, meet deadlines, and an eye for detail.