Help Desk Analyst II
Opportunity Type: Long Term Contract or Contract to Hire Detailed Description: TAC Technician Level II Technician (Help Desk Technician) Solves complex technical issues involving the performance and status of desktop, software resources, and in particular, performs initial diagnostics and resolves the majority of user’s operational problems during the first contact. Individuals achieving this level have significant hands-on experience supporting all levels of local and remote users in small to mid-sized companies that employ a wide variety of software, hardware, and peripheral equipment. This person is also capable and effective assisting TAC Technician in the performance of their duties, particularly when their experiences and knowledge base can improve issue resolution (both time and quality) while promoting internal education. A Level II Technician is capable of completing regular TAC responsibilities with high quality, quantity and complexity that can only be achieved thru experience, education and maturing. Responsibilities Resolve trouble tickets received via telephone, email, or ticketing system and provide resolution relating to but not limited to: Remote Access (VPN) Connectivity Network connectivityissues Printer issues Internet use and settings Network/Email/Telephony password resets Server monitoring System backups Configuration, set-up, testing and troubleshooting a variety of hardware including desktops, laptops, printers, sound and video-cards, peripherals and handheld devices Understand and deliver on ticket escalation expectations. Own the responsibility of your tickets by ensuring statuses are kept current, documentation is clear and issues are resolved Provide guidance to other TAC staff in resolving tickets Reporting progress to clients and notifying them of resolutions through various sorts of documentation Gain an understanding of the business. Keep abreast of new technology systems, methods and platforms Responsible for moves, adds,and changes of client staff to the network Solid ability to communicate effectively with both technical staff and end users; by providing exceptional client service skills Is a member of the TAC team initiatives under the direction of department management Serve as TAC Team Lead providing daily coordination and direction to team Assist with staff training on software applications and systems, as well as department procedures and policies Attends to obligations and supports other company initiatives as directed Qualifications & Desired Skills 3-5 years of experience with helpdesk/desktop support in a professional environment Bachelor’s degree in Computer Science or equivalent work experience Experience with Windows XP-7, Microsoft Server 2003-2008 and basic Networking Microsoft MCTS/MCITP (workstation or server) preferred Experience with Cisco and Watchguard firewalls is desired Willingness to work flexible schedules to support a 24/7 operation. Must be willing to work a few weeks of 1st, 2nd, AND 3rd shift Ability to travel to customer or other sites; must own a vehicle Must meet performance standards including attendance and punctuality Proven initiative , good judgment, and ability to achieve results Requires strong problem solving, time management, flexibility, and communication skills Must have the ability to multi-task, organize and document many task at one time Adaptable to new technologies Able to handle process and procedure dynamics (constantly changing environment)
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