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Service Desk Analyst
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Maryland data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$56,630 / year median in Maryland
-7% projected decline
Job Description
Service Desk Analyst
Pay Range:
$35hr - $40hr
Requirement/Must Have:
Strong troubleshooting skills for hardware and software issues. Experience providing customer-facing technical support. Ability to escalate issues appropriately to higher support levels.
Experience:
Minimum of 2 years of computer and customer support experience. Prior IT support experience preferred. Government IT experience preferred.
Responsibilities:
Monitor and manage the service desk ticket queue. Provide technical support via phone, chat, email, remote tools, or in person. Troubleshoot and resolve common hardware and software issues. Determine appropriate solutions based on customer-reported issues. Escalate complex issues to Level 2 or Level 3 support teams. Configure agency-specific software applications. Maintain accurate records of issues, resolutions, and fixes. Document system changes, improvements, and troubleshooting procedures. Collaborate with IT teams and vendors for application and product support. Create and maintain knowledge base articles for the customer service portal.
Should Have:
Strong customer service orientation. Ability to work effectively with technical and non-technical users.
Skills:
IT service desk support. Hardware and software troubleshooting. Basic networking concepts. Operating system support. Technical documentation. Customer communication.
Qualification and Education:
Associate degree or equivalent combination of education and experience.