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Service Desk Analyst
Ref No.: 18-17244
Location: Charlotte, North Carolina
Position Description Provide first-tier, technical support & problem solving management to end users on issues of computer operations, including installations, setup, error messages and application use. Candidate must have the ability to identify research and resolve technical problems in a Windows 7/Windows 10 environment. Candidate would need to have superior customer service skills, ability to document and track requests for assistance and escalate unresolved issues to higher level support in accordance with established policies and procedures
Skills Required - Hands-on experience with MS Office 2010 Applications, Internet Explorer and Outlook - Experience with Windows 7 and Windows 10, Citrix, VPN, SmartCard and Remote access - Experience with Client and Dell laptop and desktop computers, along with a variety of peripheral support - Ability to manage Active Directory user, group and computer accounts - Experience in installation and support of PC hardware and peripherals, such as Client printers - Basic understanding of networking technologies and protocols such as IP addressing, DNS, DHCP, and VPN client configuration - Knowledge of security applications including antivirus software - Knowledge of Android ,iPhone and Blackberry Operating Systems a plus - Knowledge of SharePoint 2010 & 2012 a plus
Skills Preferred Basic knowledge of Cisco and Client, ability to navigate iPhone and Android operating systems, remote troubleshooting skills
Experience Required 3+ Years with HS or 2+ Years with AA or 0+ Years with BS
Experience Preferred
Education Required High School Diploma, Associates Degree, Bachelor's Degree Some completed college course work, technical degree such as MCP/MCDST Certification and/or Comp TIA A+ Certification a plus
Education Preferred
Additional Information (full time shift mon-fri) 10AM - 6:30PM