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Help Desk Analyst
Ref No.: 17-03196
Location: Hawthorne, New York
Position Type:Contract to hire
Pay Rate : $ 20.00 - 25.00 /Hour
Growing Managed Service Provider client is seeking a Help Desk Analyst to join their team!

The Help Desk Analyst is the first point of contact for all service requests. Responsibilities include receiving, prioritizing, documenting, and actively resolving or escalating end user support requests.

GENERAL DUTIES AND RESPONSIBILITIES:
· Field incoming help requests from end users via both telephone and e-mail in a courteous manner
· Clearly document customer issue history and issue resolution for call tracking, reporting and knowledgebase
· Troubleshoots, diagnoses, and resolves end user workstation hardware, software, email, and networked peripheral devices support requests with a goal of 90% First Call Resolution
· Add, delete and modify user accounts for Active Directory, Microsoft Exchange and file permissions
· Monitor application Network Operations Center (NOC) using various management tools and address alerts if necessary
· Troubleshoot Patch and backup issues, analyzing and isolating network events, and escalating when necessary
· Provide necessary escalation to 2nd and 3rd level support to resolve issues
· Collaborate with other IT teams as needed to determine and resolve issues
· Adhere to departmental procedures to ensure clients are kept well informed of ticket status and product availability in order to manage client expectation and ensure overall client satisfaction
· Creates and maintains installation documentation and how-to procedures

GENERAL KNOWELDGE, SKILLS AND ABILITIES
· Experience configuring, implementing, and supporting desktop operating systems: Windows XP/Vista/7/8
· Thorough understanding of Windows Servers, Active Directory and Microsoft Exchange
· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
· Superior analytical and problem-solving abilities
· Ability to multi-task and adapt to changes quickly
· Excellent written communication skills
· Self-motivated to learn new skills
· Can be on-call for emergencies
· Takes accountability and ownership
· Ambitious

CERTIFICATIONS
· A+
· Network+
· MCSA: Desktop

Third Party Applications Not Accepted