Help Desk Analyst

15-1151.00

Median wages

$43,420

Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
  • Oversee the daily performance of computer systems.
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Enter commands and observe system functioning to verify correct operations and detect errors.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Develop training materials and procedures, or train users in the proper use of hardware or software.
  • Confer with staff, users, and management to establish requirements for new systems or modifications.
  • Prepare evaluations of software or hardware, and recommend improvements or upgrades.
  • Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.
  • Hire, supervise, and direct workers engaged in special project work, problem solving, monitoring, and installing data communication equipment and software.
  • Inspect equipment and read order sheets to prepare for delivery to users.
  • Modify and customize commercial programs for internal needs.
  • Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
  • Access software — Citrix Hot technology ; Mac HelpMate
  • Accounting software — Tax software Hot technology
  • Administration software — Element management software; SolarWinds
  • Application server software — Oracle WebLogic Server Hot technology ; Red Hat WildFly Hot technology
  • Authentication server software — Password management software
  • Backup or archival software — Disaster recovery software; Microsoft Volume Shadow Copy Service; Symantec LiveState; Veritas NetBackup Hot technology
  • Business intelligence and data analysis software — IBM Cognos Impromptu Hot technology ; MicroStrategy Hot technology ; Oracle Business Intelligence Enterprise Edition Hot technology ; Qlik Tech QlikView Hot technology
  • Calendar and scheduling software
  • Communications server software — IBM Domino Hot technology
  • Configuration management software — Deployment software; Patch management software; Perforce Helix software Hot technology ; Puppet Hot technology 
  • Content workflow software — Atlassian JIRA Hot technology
  • Customer relationship management CRM software — Salesforce software Hot technology
  • Data base management system software — Oracle PL/SQL Hot technology ; Relational database management software Hot technology ; Sybase Hot technology ; Teradata Database Hot technology
  • Data base reporting software — Microsoft SQL Server Reporting Services Hot technology ; SAP Crystal Reports Hot technology
  • Data base user interface and query software — FileMaker Pro Hot technology ; Microsoft Access Hot technology ; MySQL Hot technology ; Oracle JDBC Hot technology 
  • Desktop communications software — CrossTec NetOp Remote Control; Remote control software; Stac Software ReachOut; Symantec pcAnywhere
  • Desktop publishing software — Adobe Systems Adobe Distiller; Adobe Systems Adobe InDesign Hot technology ; Microsoft Publisher Hot technology
  • Development environment software — Apache Maven Hot technology ; C Hot technology ; Eclipse IDE Hot technology ; Microsoft PowerShell Hot technology 
  • Document management software — Adobe Systems Adobe Acrobat Hot technology
  • Electronic mail software — IBM Notes Hot technology ; Microsoft Exchange Server Hot technology ; Microsoft Outlook Hot technology
  • Enterprise application integration software — Extensible markup language XML Hot technology ; IBM WebSphere Hot technology
  • Enterprise resource planning ERP software Hot technology — NetSuite ERP Hot technology ; Oracle Fusion Applications Hot technology ; Oracle PeopleSoft Hot technology ; SAP Hot technology
  • Enterprise system management software — IBM Power Systems software Hot technology ; Splunk Enterprise Hot technology
  • Filesystem software — Desktop partitioning software; Symantec Norton Utilities
  • Financial analysis software — Oracle E-Business Suite Financials Hot technology
  • Graphics or photo imaging software — Adobe Systems Adobe Creative Cloud Hot technology ; Adobe Systems Adobe Flash Hot technology ; Adobe Systems Adobe Photoshop Hot technology ; Microsoft Visio Hot technology 
  • Helpdesk or call center software — Call center software; Help desk software
  • Human resources software — Human resource management software HRMS Hot technology
  • Information retrieval or search software — Information systems integration software; LexisNexis Hot technology
  • Internet browser software
  • Internet directory services software — Active directory software; Domain name system DNS; Network directory services software
  • License management software
  • Map creation software — ESRI ArcGIS software Hot technology
  • Medical software — Epic Systems Hot technology ; MEDITECH software Hot technology
  • Network monitoring software — Dartware InterMapper; Nagios Hot technology ; Wireshark Hot technology
  • Network operation system software — Remote install server software
  • Network security or virtual private network VPN management software — Virtual private networking VPN software Hot technology
  • Object or component oriented development software — Microsoft ActiveX Hot technology ; Practical extraction and reporting language Perl Hot technology ; Python Hot technology ; Swift Hot technology 
  • Object oriented data base management software — PostgreSQL Hot technology
  • Office suite software — Microsoft Office
  • Operating system software — Cisco Systems IOS; Hewlett Packard HP-UX Hot technology ; Linux Hot technology ; Microsoft Windows 
  • Platform interconnectivity software — Migration software
  • Portal server software — Apache HTTP Server Hot technology
  • Presentation software — Microsoft PowerPoint Hot technology
  • Program testing software — Defect tracking software; Personal computer diagnostic software
  • Project management software — Microsoft Project Hot technology ; Microsoft SharePoint Hot technology
  • Spreadsheet software — Microsoft Excel Hot technology
  • Storage networking software — Media storage management software
  • Transaction security and virus protection software — Encryption software; McAfee Hot technology ; Symantec Hot technology ; Virus scanning software
  • Transaction server software — Customer information control system CICS Hot technology
  • Video creation and editing software — Apple Final Cut Pro Hot technology
  • Web page creation and editing software — Adobe Systems Adobe Dreamweaver Hot technology
  • Web platform development software — Apache Tomcat Hot technology ; Drupal Hot technology ; JavaScript Hot technology ; LAMP Stack Hot technology 
  • Word processing software — Microsoft Word
  • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Speaking — Talking to others to convey information effectively.
  • Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Writing — Communicating effectively in writing as appropriate for the needs of the audience.
  • Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Time Management — Managing one's own time and the time of others.
  • Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Instructing — Teaching others how to do something.
  • Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Coordination — Adjusting actions in relation to others' actions.
  • Service Orientation — Actively looking for ways to help people.
  • Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
  • Systems Analysis — Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
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