HELP DESK ANALYST NF3

Performs daily computer operations within established practices and procedures that apply to the assignment in support of various application programs that affect accuracy, reliability, acceptability and timeliness of final work products. Uses knowledge of IT principles, methods and practices to perform routine assignments in the specialty area. Uses knowledge of performance monitoring, quality assurance principles, technical documentation, system security, and analytical methods to identify and solve routine issues and problems, prepare and update manuals and operating procedures, provide information and assistance to customers, evaluate methods and procedures, prepare recommendations and ensure appropriate security measures are observed. Works a fluctuating work schedule to complete work assignments outside of the typical work-week and work hours.

Monitors production runs, and takes corrective action when a process aborts abnormally. Maintains daily computer logs and control reports, and provides computer services related to data entry, report distribution, and file transfers. Insures proper storage of data media in accordance with safety and security regulations. Provides field commands with technical guidance for corrective actions or advice on work efforts relating to application software, operating systems, and hardware problems. Identifies options for problem resolution. Responsible for 1st level call resolution, escalation and logging of all inbound help desk requests received by telephone, email and via the trouble ticket system and customer follow-up. Monitors production network connectivity and may provide 1st level network administration duties.

Provides World Class Customer Service with an emphasis on courtesy. Assists customers and communicates positively in a friendly manner. Asks questions to determine, verify and solve problems quickly. Checks for satisfaction on the quality of goods and services. Alerts the higher-level supervisor, or proper point of contact for help when problems arise.

Adheres to safety regulations and standards. Uses any required safety equipment, and observes safe work procedures. Promptly reports any observed workplace hazards, and any injury, occupational illness, and/or property damage resulting from workplace mishaps to the immediate supervisor.

Adheres to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment.

This is a white-collar position where occasional lifting up to 20 lbs may be required.

Bachelor’s degree in a related field appropriate to work of the position, OR an appropriate combination of education and experience that demonstrates possession of knowledge and skill equivalent to that gained in the above, OR three years of computer operations experience that demonstrates knowledge of and skill in using ADP equipment, Unix and Windows operating systems and both local and wide area networking. Microsoft and/or Cisco certifications a plus. Good verbal and written communication skills to deal with a variety of contacts in the organization and at field commands.

Eligible for incremental telework as determined by MR/MF policy.