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Help Desk Support Technician II ID-7341

Are you looking for a position that will allow you to use your IT knowledge and skills to provide support for division staff, business systems, and databases? If this sounds like the position for you, we invite you to apply for our IT Analyst II - Help Desk Support Technician II position! This is a Regular (1.0) FTE in the Information Technology Program within our Administrative Services Division. 

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The Help Desk Support Technician II position's primary focus will be performing mid-level to advanced Help Desk support, analysis, administration, implementation, problem resolution and security for the technology environment. This includes business systems, devices, networks, software, databases, applications and other related technologies. This position will lead small projects within specific areas for the Technology team and will assist on more advance enterprise projects.
Some of what you'll do:

  • Troubleshoot hardware, software, website, and system difficulties; propose solutions, track and assure resolution.
  • Provide ongoing technical support and training to users.
  • Consult with users to determine hardware, software, database and system requirements and to define, develop and implement information system needs; propose alternatives which are technically feasible and economically justified.
  • Interface with IT personnel to ensure an integrated approach to system development.
  • Install and configure computer hardware, software, operating systems and related peripherals.
  • Perform maintenance and system changes that improve efficiencies, performance and reliability.
  • Perform systems analysis duties in the design, development, implementation and maintenance of information systems and support in computer hardware and software applications; analyze and maintain existing programs.
  • Implement vendor supplied software applications and prepare specifications for staff.
  • Maintain documentation, including data standards, procedures and definitions; document system and produce clear and concise user procedures.
  • Participate in testing of system upgrades and quality control procedure development related to area of work.
  • Problem-solve applications, systems and technologies.
  • Provide accurate estimates for cost, time and resources for projects, development and maintenance.
  • Understand and apply Local Area Network (LAN) concepts and their impacts of application.
  • The work you do might require you to participate in the Title XIX Medicaid Claiming Program.
  • Perform related work as assigned

What you bring to the table

 

  • Maintains working knowledge of industry and technological advances.
  • Applies standard principles, theories and concepts related to technical discipline.
  • Demonstrates competency in all phases of technical analysis, development and implementation of moderately complex information systems.
  • Works closely with users in an advisory and partnership capacity to define and develop system needs; interfaces with other IT personnel to ensure an integrated approach to information systems development; recommends solutions; coordinates and collaborates with users; focuses efforts on meeting the needs and expectations of customer.
  • Establishes and maintains effective working relationships with a diverse population of employees and vendors.
  • Demonstrates and inspires co-workers to display commitment to their work and overall organizational excellence; encourages other to meet high level of performance.
  • Takes steps to prevent workplace confrontations; manages and resolves disagreement in a constructive manner that minimizes negative impact.
  • Promotes proactive and cooperative team relationships; facilitates cooperation, open communication and consensus among individuals and team.
  • Is able to identify and help resolve conflicts and ambiguities within team; contributes to the outcomes of a mutual goal; participates productively as a team member or team leader.
  • Develops project leadership skills in well-defined projects of limited scope; oversees tasks within a project or may lead small projects.
  • Persuades others and builds consensus through a process of give and take; gains cooperation from others to obtain information and accomplish goals; facilitates win/win situations.
  • Solves problems of medium complexity; applies strong analytical and problem-solving skills.
  • Identifies and analyzes multiple components and interfaces, weighing the relevance and accuracy of information; generates and evaluates alternative solutions before making a recommendation.
  • Recommends improvements to existing systems or processes.
  • Is open to change, adapts to shifting circumstances or unexpected obstacles.
  • Deals effectively with pressure; remains active and commits to implementing change, despite challenges, recovers quickly from setbacks; recognizes effects of cumulative stress in self and others.
  • Makes educated, effective and timely decisions, even when limited information is available; perceives the impact and implications of those decisions.
  • Demonstrates strong oral and written communication skills; communicates clearly and convincingly to individuals and groups; listens effectively; clarifies information as needed.
  • Prepares and presents technical and business reports, documentation and trainings; skill in conveying technical information to non-technical users.
  • Demonstrates the ability to prioritize and manage multiple tasks.
  • Ability to perform duties with accuracy and speed under pressure of time-sensitive deadlines.
Job Specific Technical Skills:
  • Specialized skills with hardware, software, network configuration, system administration, data and network security, and system analysis and integration.
  • Perform structured systems analysis, design and development.
  • Interacts with end users to analyze complex practices, operations and needs; develops appropriate applications or solutions and provide ongoing support
  • Provide insight and recommendations for integration of information resources into the performance of other operations and strategic processes.
  • Data and system security, monitoring, back-ups, data recovery and related processes.
  • Ability to detect errors in logsVVV
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