Previous Job
Desktop Support
Ref No.: 18-31623
Location: Front Royal, Virginia
Start Date: 05/08/2018
Desktop Support
Front Royal, VA
Position Overview:
The Desktop Support Analyst must provide business clients with guidance and second level support by assisting in problem resolution. The Analyst acts as the key contact for on-site and remote clients for workstation problems, requests for new equipment or services and production problems and inquiries
Primary Responsibilities/Accountabilities:
•             Knowledge about RF Guns and previous experience is a plus.
•             Identifies and initiates resolutions to client problems and concerns associated with office automation equipment, hardware and software to the client's satisfaction.
•             Provides second level support to the Help Desk Analyst and responds to problem tickets in a timely and efficient manner.
•             Receives, coordinates and installs desktop equipment and software according to department standards and procedures, and as needed.
•             Interacts with Help Desk and Network Services personnel to provide timely information regarding problem tickets and their resolution.
•             Provides desktop visits to business clients to assess their problems, coordinate the right equipment/software to resolve problems or process service requests.
•             Maintains contact with clients and second/third level support personnel on operational and production problems.
•             Maintains software and hardware registration and inventory to provide upgrades as necessary and ensure appropriate security levels are maintained.
•             Upholds the enterprise policy and procedures as well as recommends new and improved guidelines to ensure compatibility and better service to users of personal computers.
•             Maintains current technical expertise in the rapidly changing technology of microcomputers and utilizes state-of-the-art techniques when implementing desktop solutions.
•             Maintains a positive working relationship with all enterprise departments to optimize working relationships and communication.
•             Strives to learn the job functions of the position's immediate supervisor as well as peer level positions with whom the individual interacts.
•             Adheres to Service Level Agreements as outlined in the Help Desk Policies and Procedures.
•             Should have knowledge in Desktop Imaging & Scripting.
•             Extensive knowledge on Hardware & O/S Trouble Shooting.
•             Should be expert in deployment of operating systems locally & globally.
•             Good knowledge in Microsoft Operating System - Windows XP & Windows 7 /8.
•             Good understanding of IP telephony setups and installs
•             Solid Blackberry and iPhone troubleshooting skills
•             Basic understanding of Macs – Nice to have.
•             Basic understanding of Networking Technologies.
•             Basics of Active Directory and Servers
•             Understanding of Helpdesk Ticketing System such as Remedy or Service NOW
•               Knowledge on all standard Desktop Applications.
•               Excellent customer service skills. – This is a MUST!
•               Excellent troubleshooting skills – This is a MUST!
•               Excellent interpersonal skills to interact with various individuals with diverse backgrounds – This     is a MUST!
•             The ability to learn and understand new technology and skills quickly
•             Ability to react to and act upon feedback.
•             Must to be a team player
Position Requirements:
•             High school diploma or equivalent is required.
•             BS or BA degree in computer science, business administration or related field is preferred.
•             3 years of personal computer experience.
•             Familiarity with existing operating systems is required.
•             Experience with MS Office applications suite is required.
•             Good oral, telephone and written communication skills.