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Help Desk Analyst
Ref No.: 17-00453
Position Type:Right to Hire
Start Date / End Date: 10/23/2017 to 04/20/2018
Responsibilities
  • Field and resolve incoming requests from end users via telephone, e-mail or instant message in a courteous manner. Provide Level 2 and 3 support.
  • Prioritize incidents and manage workload to meet deadlines.
  • Document all pertinent end user information and nature of issue using a work order system.
  • Record, track, and document the problem-solving process, including all decisions made, and actions taken through to the final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications.
  • Assist the Network Administrator and Systems Security Administrator as needed.
  • Understand complex business issues and develop strategies to solve them through technology.
  • Perform project management duties on small projects.
  • Maintain an inventory of all end-user assets including laptops, iPads and software.
  • Assist in creating and maintaining internal documentation.
  • Perform User Account management both on premise and in the cloud.


Personal Attributes
  • Strong written, verbal and interpersonal communication skills; demonstrate patience and excellent customer service skills (courteous, professional, knowledgeable and helpful).
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Highly organized, self-motivated and detail-oriented.
  • Demonstrates a willingness to take on new tasks and improve current procedures.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Demonstrate analytical and problem-solving abilities.
  • Experience working in a team-oriented, collaborative environment.

Required Skills/Education
  • B.S. or Associates Degree in Computer Science with five years of general PC support and Customer Support experience.
  • Experience and knowledge of basic software and hardware for computers and principles and theories of network system management and their administration in the assistance of end users (i.e., MS Office Suite, MS Windows Operating System, Active Directory, remote/wireless access).
  • Experience and knowledge of mobile device technologies, preferably Apple iOS.
  • Experience with the following is preferred: Office 365, Powershell, Microsoft System Center Configuration Manager, Mobile Device management