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Enterprise Analyst
Ref No.: 18-00635
Location: Arlington, Virginia
Position Type:Contract
Start Date: 10/11/2018
Summary:
Enterprise Wide Analysts must be strong troubleshooters who understand how to Client the root cause of a problem without a roadmap to get there. Our customers rely on these technicians to work some of the most complicated technical problems that are reported to the Service Desk as well as issues escalated from other technical support areas.
Required Experience:
  • At least 2 years of uninterrupted, high-volume; 5,000+ user Call-Center, Service Desk Experience as a Tier 2 or higher technician.
  • 2 years of troubleshooting and practical hands on experience with all of the following: Microsoft Windows 7/10, Registry Editor, Office 2013/2016, Active Directory, Network/Local Printers, Operating System and Browser Plugins, Permissions, VPN & Network connectivity
  • Active Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, or equivalent
Desired Experience:
  • 2+ year(s) of uninterrupted experience in a Service Desk Environment or domain/enterprise environment with 10,000+ user base, as a Tier 2 or higher technician.
  • 3+ years of configuration, advanced troubleshooting and practical hands on experience for all of the following: Microsoft Windows 10, Office 2016, Network/Local Printers, Operating System and Browser Plugins, SCCM, COTS, In house Applications, Local & Network Permissions, VPN & Network connectivity, Skype for Business, Cisco Unified Communications, and WebEx.
Desired Education & Certifications:
Bachelor's degree in computer sciences (or related technical field), related work experience and one or more of the following in active status: Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, or equivalent.
Job Duties:
  • Investigate and troubleshoot Tier 1, Tier 2 and Tier 3 level technical issues reported to ITSM queues, email and walkup, utilizing available knowledge and approved remediation tools
  • Perform remote/desk-side investigations, apply advanced troubleshooting and resolution of enterprise-wide issues, specific root causes, and report on technical information
  • Contribute to the Knowledgebase system and maintain information within
  • Contribute to team process, troubleshooting and efficiency improvements
  • Ability to lift up to 15lbs. and perform on-campus customer site visits
  • Additional support responsibilities and duties to be assigned based on business need