Desktop Support Analyst
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Desktop Support Analyst
Ref No.: 18-34174
Location: Front Royal, Virginia
Position Type:Contract
Experience Level: 6 Years
Start Date: 05/30/2018
 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