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Deskside Support Analyst II
Ref No.: 18-06065
Location: STERLING, Virginia
Start Date: 06/25/2018
Job Description:
Customer Deskside Support Analyst II

Primary Function:
ICDS 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