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Deskside Support Analyst
Ref No.: 18-08622
Location: Sterling, Virginia
Contract position in Sterling VA:

DeskSide support analysts provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.

Responsibilities:
• Efficiently categorize, prioritize and diagnose incidents and service requests received via ticketing system
• Prioritizes own workflow to meet deadlines as assigned by the leadership team
• Provides technical assistance to end-users and/or guidance to acquire resolution within established SLAs
• Efficiently images, installs, tests and maintains desktops, laptops, thin-client terminals, peripherals, printers and multiple desktop applications
• Proactively contact end users with follow-up telephone calls, IM or Email messaging or direct personal interaction
• Establishes a proficiency in the applications, system interface, tools, and processes within the department's scope
• Develops proficiency in the business support processes that drive the applications within the department's scope
• Participates in small and large scale PC-related projects
• Coordinates and performs PC equipment moves as requested by Facilities management
• Collaborates with Asset Processing team to manage hardware and software inventory
• Creates, maintains, and adheres to required departmental SOPs as assigned by the leadership team
• Assists Service Desk Analysts with technical service request escalations
• Provides hands-on support for Engineering and System Admin teams, as requested
• Participates in on-call support rotation, including additional night and/or weekend hours
• Available to travel, as requested


Minimum Requirements:
§ Minimum 3 years of PC hardware/software technical support experience
§ minimum 2 years of networking, voice/data cabling, telecom and Audio/Visual experience
§ minimum 2 years of experience supporting mobile devices
§ Excellent customer experience, communication and collaboration skills
§ Strong detail orientation and organizational skills
§ Ability to lift IT equipment, up to 50lbs, including desktops, printers, server racks, blades and UPS
§ Works well in high pressure situations and with multiple task assignments
§ Technical Certification (examples: CompTIA, CCNA, Microsoft, etc.)
§ High school Diploma or equivalent work experience


Preferred Requirements:
§ 2-3 years of advanced software support experience (examples: Microsoft, Apple, Oracle, Putty, etc.)
§ Minimum of 2 years Networking, Server and Telecom support experience
§ Bachelor degree a plus