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Engagement Type: Contract
Short Description:
The client is seeking an entry level Service Desk Analyst to troubleshoot computer support problems and apply their understanding of computer software, hardware products, and services to resolve user problems.
Complete Description:
1 to 3 years field experience
Preferred Education: Prefer two years of post-secondary training in field of specialty; willing to accept equivalent education and experience combined + required certifications. Copies of certifications are required. Certifications are not required upon start date but MUST be obtained within the first six months of the engagement. The cost of obtaining the certification will be the responsibility of the vendor and contractor.
Local candidates with the following experience preferred.
• Ability to utilize imaging software.
• Knowledge of property accountability processes.
• Captures, maintains and track warranty data for all fielded systems
• Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
• Ascertain the nature of problem; determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
• Escalate problems in accordance with defined procedures.
• Assist users through problem solving steps
• Use technical databases to research problems, and talk with co-workers to research problem and find solution.
• Test software and hardware for troubleshooting and problem resolution.
• Provide service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).
• Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Assist in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Support shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Track and route problems, requests, and document resolutions
• Communicate accurate and useful status updates.
• Installing and monitoring performance of the program after implementation
• Manage and report time spent on all work activities.
• Recreating steps taken by the user to locate the source of a program and rewriting the knowledge base.
• Follow quality standards
• Ability to work in a team environment
• Complete assigned tasks.
• Strong communication skills; both written and spoken.
Skill Required / Desired Amount of Experience
Customer Interface Required 2 Years
Desktop Support Required 2 Years
Desktop Configuration Required 2 Years
Peripheral Set-up and Troubleshooting Required 2 Years
MS Office Suite Required 3 Years
MS Outlook Configuration Required 2 Years
Excellent Communication skills Required
CompTIA Certs Required
CE Cert Required
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