Help Desk Analyst (Adv.)

PSR Associates, Inc. is an IT consulting firm specializing in Staffing and Recruiting Services. People. Solutions. Results. Founded in 2003, PSR Associates, Inc. is headquartered in Atlanta, GA, with additional offices in Tampa, FL; Washington, D.C.; Charlotte, NC; Austin, TX; and Irvine, CA. Trusted, connected, experienced and fast, PSR Associates delivers the right talent to help leading companies perform at their best.Help Desk Analyst (Adv.) Position DescriptionWe are seeking a Help Desk Analyst (Adv.) to join our team. The selected candidate may work either onsite, remotely or on a hybrid schedule. If onsite or hybrid the work will be performed in Tallahassee, FL. Summary:We re seeking a Help Desk Analyst (Adv.) to receive and manage incoming calls that range from a multitude of customer based inquiries that include general questions, IT assistance and other technology issues. The team understands that its customer s time is valuable. Therefore, the team wants to provide immediate assistance to its Help Desk functionality.Strong customer service skills are vital for this position.Duties and Responsibilities:Duties shall include, but may not be limited to:

• Configures and installs software for IT users desktops and laptops.
• Installation and rollout of new software packages.
• Upgrades and new desktop hardware.
• Maintains desktop software and hardware.
• Supports mobile workforce.
• Provides Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems.
• Troubleshoots problems using scripts and checklists as guides.
• Escalates to Tier 3 support when necessary.
• Documents problems and resolutions
• May perform end-user training.
• Participates in the testing and evaluation of new desktop packages and implements prototypes.

• 8+ years of demonstrated senior level IT experience.
• Demonstrated experience supporting a wide range of users and their needs.
• Demonstrated experience assisting and supporting members of the team