Kansas Works Veterans Jobs

Title: Analyst, Information Technolgy

Location: United States-Kansas-Wellington

Job Number: 15719

The Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level

 Evaluate documented resolutions and analyze trends for ways to prevent future problems.

 Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

 Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

 Build rapport and elicit problem details from help desk customers.

 Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

 Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

 Apply diagnostic utilities to aid in troubleshooting.

 Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

 Identify and learn appropriate software and hardware used and supported by the organization.

 Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

 Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.  Test fixes to ensure problem has been adequately resolved.  Perform post-resolution follow-ups to help requests.

 Develop help sheets and frequently asked questions lists for end users.

Pursuant to International Traffic Arms Regulations (“ITAR”) and the Export Administration Regulations (“EAR”), applicants for SELECT positions will be

required to provide proof of U.S. Citizenship, U.S. Permanent Residence, or U.S. Immigration Status in order to meet the minimum qualifications for

those select positions. All inquiries related to citizenship are asked solely to comply with ITAR and EAR export licensing requirements.

Legally authorized to work in the United States without company sponsorship.

Qualifications:

 Good understanding of the organization’s goals and objectives.

 Exceptional written and oral communication skills.

 Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

 Strong documentation skills.

 Ability to conduct research into a wide range of computing issues as required.

 Ability to absorb and retain information quickly.  Ability to present ideas in user-friendly language.

 Highly self motivated and directed.

 Keen attention to detail.  Proven analytical and problem-solving abilities.

 Ability to effectively prioritize and execute tasks in a high-pressure environment.

 Exceptional customer service orientation.

 Experience working in a team-oriented, collaborative environment.

 High School diploma with 1 year computer related experience

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.