Help Desk and Desktop Support Analyst
Primary Duties and Responsibilities:
– Utilize in house Help Desk solution to record, update and document requests using the IT service desk system and to ensure that user requests are handled promptly and that users are satisfied with resolutions
– Work across multiple locations to support a wide range of users
– Work with others on the Help Desk & Desktop Support team to provide backup when gaps in coverage occur, including traveling to the terminal if needed
– Provide end-user support in-person or remotely by phone, email or remote support tools assist to resolve software and hardware based technical issues on desktops, laptops, handheld devices, printers etc.
– Maintain expectations of support requestors around ETA, any impacts repairs may have and follow up to ensure issue resolution
– Escalate issues outside area of expertise to a subject matter expert (SME) when applicable
– Assist in ensuring data backup and integrity
– Help ensure that spare parts inventory is maintained at each site by complying with inventory control practices. Employ housekeeping practices to ensure that storage areas are tidy, accessible and items can be found with ease
– Update logs of disposed hardware
– Provide end-user training and instruction on systems, applications, security best practices, and company/IT policies in order to -maximize end-user productivity
– Create, update, and maintain documentation as required and maintain Help Desk Scenarios procedures for troubleshooting
– Adhere to all IT policies
Required Knowledge
– Experience with network and telecommunication systems in a large enterprise environment
– Experience in Active Directory, Windows Networking, and Windows operating systems
– Experience in Large Scale System Software Deployment, preferably in SCCM
– Experience in Systems Imaging preferably in SCCM
– Knowledge in TCP/IP
– Knowledge of DNS
– Knowledge of RSA Secure ID, AirWatch, Boxer, VPN, Citrix, Exchange, AD, Bitlocker, CommVault, Lansweeper, GoToAssist, SCCM and other similar technologies and tools
– Knowledge in Microsoft Domain model
– Knowledge of Microsoft Office technologies
– Excellent troubleshooting and analytical skills
– Application installation and troubleshooting experience in server/client applications
– Knowledge of principles and mechanics of document management systems, knowledge of Open Text Content Server end user functions specifically a plus
– Application installation and troubleshooting experience in a telecommunications system and network environment
– Ability to adapt to and adopt new techniques and technologies
– Excellent social skills and the ability to patiently and consistently interact and communicate with people at all levels of the organization in a support and training role
– Effective communicator, with excellent written, oral and presentation skills
– Team player requiring minimal supervision, with ability to draw on the expertise and knowledge of the team to deliver the best solutions
– Ability to deliver results, meet commitments and agreed deadlines
– Excellent time management and work prioritization skills
– Strong interpersonal skills, including influencing and leadership
– Must have or be able to acquire a Transportation Worker Identification Card (TWIC)
