Help Desk Analyst 2 Fully remote position but training will occur on-site. After training, this will be a telework from home position. The candidate will be expected to have a dedicated workspace available. Help Desk Analyst (HDA2) - 3 to 5 years field experience. Role Description: • Acts as a subject matter expert for one or more custom or COTS applications. • Talks to programmers to explain software errors or to recommend changes to programs. • May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied. • Write software and hardware evaluation and recommendations for management review. • Write or revise user-training manuals and procedures. • Develops training materials, such as exercises and visual displays. • Provides technical assistance, support, and advice to end users for hardware, software, and systems. • Provides hands-on technical assistance to business and technical users. • Investigates and resolves computer software and hardware problems of users. • Serves as a contact for level 1 support. • Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary. • Determines whether problem is caused by hardware, software, or system. • Answers questions, applying knowledge of computer software, hardware, systems and procedures. • Talks with technical and non-technical co-workers to research problem and find solution. • Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions. • Experienced with a variety of call-tracking software and systems.