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Nature of Work
Under general supervision, at the full-performance level,
serves as the first level of support between the user community
and the technical staff by providing telephone support to
agencies in resolving micro, mini and mainframe computer hardware
and software operational problems and system malfunctions.
Provides telephone support and end user assistance
for micro, mini and mainframe computer hardware and software
problems. Provides direct assistance to end users by talking
through problems by telephone or by recreating problems and
offering assistance. Provides support to both the end users and
the technical staff. Must be familiar with the hardware,
software and systems supported and must be able to communicate
effectively with both a novice computer user and an experienced
data processing professional. Performs related work as required.
Distinguishing Characteristics
The Help Desk Analyst 1 is distinguished from the Help Desk
Analyst 2 by serving as the first level of support in resolving
computer hardware and software operational problems. When the
first level fails, directs the problems to the second level of
support.
Examples of Work
Logs all problems related to the use of computers.
Provides a single point of contact between the technical
computer support staff and the end-users.
Performs the first level of problem determination with the
objective of resolving as many problems as possible; directs
the calls to appropriate technical staff (second level
support) when the first level fails.
Answers questions regarding installations, setups, error
messages, status, system procedures, on-line transactions,
system status, and downtime.
Relay messages sent to or received from customers in a timely
manner.
Utilizes developed procedures to document problems, recommends
modifications to procedures, and updates procedures as
required.
Follows-up with users to ensure problems have been resolved.
Relays requests for assistance that are outside the scope of
the help desk to the appropriate group.
Provides management with historical analysis of data in order
to measure the effectiveness of the system.
Analyze operating problems and quickly arrive at workable
solutions.
Administers the technical support and application support
library.
Performs periodic customer satisfaction survey of end-users.
Stay informed of all changes to the operating systems the
effect users.
Provides status and feedback to end-users and members of the
technical staff.
Provides tabulating and computing services through the Data
Center to serve agencies not having such equipment or to
assist agencies with equipment to handle peaks or overloads.
Attends user group meetings.
Maintains agency data base on automation procurement
inventory.
Maintains user profile data base to query by name and noting
type of software residing on user's system, the workstation
type, and the training user had.
Maintains problem log that keeps track of the problems
reported, who reported them, and the resolution to the
problem so that recurring problems can be identified and
resolved expeditiously.
Assists in training of end users.
Works with technical staff in problem resolution.
Knowledge, Skills and Abilities
Knowledge of capabilities and limitations of computers.
Knowledge of data processing/word processing concepts.
Knowledge of computer hardware/software and its terminology.
Knowledge of basic computer usage.
Skill in using a computer keyboard.
Ability to communicate effectively with others, both verbally
and in writing.
Ability to think logically and analyze problems.
Ability to maintain records and prepares reports.
Minimum Qualifications
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Training:
Graduation from a standard high school or the
equivalent.
Experience:
Three years of full-time or equivalent part-time
paid experience working with personal computers. Must have
a working knowledge of at least two of the supported
software products.
Substitution:
Twelve semester hours in computer science and
one year of full-time or equivalent part-time paid
experience working with personal computers and working
knowledge of at least two of the supported software products
may substitute for the required experience.
Established: 3/21/96
Title Change: 9/16/99
Revised: 9/16/99
Effective:
11/1/99