Help Desk Support

Summary:

The Helpdesk/Desktop Support Analyst will:

• Answer telephone calls, e-mail inquiries, and visit customers experiencing technical problems
  
• Install, configure, deploy, maintain, and ensure the effective operation, within standards, of all end-user hardware, software, and mobile devices. Some of these devices are:
  

• Hardware: desktop PCs, tablets, peripherals equipment, printers, air cards, clocks, etc.
  
• Software: Windows OS, Microsoft Office, applications, VPN, Netmotion
  

Job Description:

• Monitor, respond to trouble calls, and provide end-user training in use of equipment and software
  
• Analyze, troubleshoot, prioritize, communicate, and resolve incidents expeditiously both remotely and/or on-site
  
• Utilize excellent customer service skills and exceed customers expectations
  
• Exhibit proficiency in Windows based applications such as IE, Chrome, Java, Adobe, etc.
  
• Apply excellent written and verbal communication skills to convey technical and non-technical terms
  
• Ability to document technical procedures/solutions to update Support Center documentation
  
• Interact and coordinate resolution of problems with internal/external IT groups and/or vendors
  
• Knowledge of MS Exchange, Active Directory, and Network protocols
  
• Shift work; may be required to work a flexible schedule, including nights, weekends, and holidays
  
• Valid driver license and ability to lift up to 50 lbs.
  

Requirements

Minimum Qualifications:

• Associates degree from an accredited institution in Information Technology or closely related field
  
• This may be substituted for two-years of recent direct job experience in a medium to large scale enterprise IT support environment
  
• One-year of fieldwork IT technical experience in an enterprise support center environment
  
• Valid driver license and reliable transportation
  
• Must have a clear and easily understood speaking voice
  

Additional Technical Preference:

• Active Directory and Exchange
  
• A+ Certified or working towards A+ Certification a big plus
  
• Network troubleshooting (Ping, NSLookup, Tracert)
  
• File permissions
  
• Knowledge of Database Client configuration (ODBC)
  
• Anti-virus support
  
• Basic knowledge of IT security (Firewalls, Certificates)
  
• Apple Mac support a plus
  
• Print servers, Network Printer management
  

Responsibilities: Proactive participation in identifying and refining non-functional, functional, and compliance requirements in order to design an informed blueprint. The blueprint will be designed with careful consideration paid to available technologies, risks and organizational constraints. Driving critical decisions about the following key solution aspects: organization of the solution, high level structure, main components, interfaces, performance, resilience, reuse, comprehensibility, scalability, and security. Identifying and defining the interaction between solution components and any necessary external systems or services (e.g., APIs). Selecting a technology stack, development standards, and deployment methods. Effectively communicating architectural vision providing a basis for mutual understanding between stakeholders and technical staff. Assist project manager with estimating development time and identifying necessary developer skillsets. Production of architectural prototype(s), proving the feasibility of the design blueprint and selected technical stack. This skeleton system addresses identified significant problems or major risks. Mentoring tech leads and developers (verbally, with code examples, etc.) Sets quality standards and ensures adherence to them. Assists project manager with changing requirements, altering architecture where required and communicating impact to the development team. Applications supported in the following areas: .Net Framework, .Net Core, .Net Standard, SQL Server, O Auth 2.0 used with authentication providers such as ForgeRock or Auth0, OData and OData REST APIs. Tools Utilized: AzureDevOps, Global Enhanced File Transfer, Kendo UI MVC, Azure AD Federation Services. Target Environments Supported: C#, .Net. Requirements A minimum of 10 years of high-tech industry, product engineering and/or IT work experience, along with at least 3 years of relevant architecture experience. This role requires a high level of communication with all areas and levels of an organization. Effective communication skills, both written and oral, are required. Demonstrate ability to lead discussions with stakeholders, technical staff, and third-party service provide. State government domain experience ensures the successful candidate knows how the organization operates. Subject domain experience ensures the successful candidate understands what the organization does and how and why they do it. Proven development experience of 10 years, ideally working with multiple technology stacks. This position requires design blueprints, proofs of concept, code examples, and technical team mentoring, which is impossible if you do not have in-depth knowledge and expertise with the selected technical stack. Proven leadership skills. Demonstrate the ability to mentor and coordinate technical teams. Earning respect and authority is required to obtain support for architectural vision and standards for development and quality. Application development experience (10 years). Demonstrated experience and skill in effectively communicating architectural vision with key stakeholders, subject matter experts, technical staff, and external contractors (3 years). Experience working with project stakeholders identifying and refining solution requirements (5 years). Experience driving and taking ownership of critical decisions about the following key solution aspects: organization of the solution, high-level structure, main components, interfaces, performance, resilience, reuse, comprehensibility, scalability, and security (3 years). Experience designing, championing, and communicating technical blueprints of system architecture (3 years). Demonstrated experience researching, designing, and implementing solutions with emerging technologies and industry standards to mitigate organizational technical debt (3 years). Architecting systems requiring a minimum team of 5 individuals to develop (3 years). Experience working in Agile/Scrum methodologies (5 years). Experience designing solutions implemented in cloud environments: Microsoft Azure, AWS, or Google Cloud (3 years). Experience creating and monitoring continuous integration and deployment (CI/CD) pipelines (3 years). Experience packaging, deploying, and monitoring solutions implemented in cloud environments (2 years). Experience designing solutions implemented in on-premises environments (2 years). Experience packaging, deploying, and monitoring solutions implemented in on-premises environments (2 years). Experience mentoring tech leads and developers (3 years). Experience performing code reviews to ensure compliance with identified standards of practice (3 years). Experience supporting solutions through the entire software development lifecycle (SDLC) (6 years). Experience and knowledge of Network and System development and deployment. Experience and knowledge in organizing data. Experience i