Help Desk Analyst

Our government client is looking for experienced

• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
• Displays
  strong customer service skills.

• Able to work in a team environment.

• Excellent communication skills; both written and spoken.

• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory

• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.

• Basics of User & Security Group Active Directory administration.
• Strong knowledge of
  Microsoft based operating systems with emphasis on Windows 7 and Office 365
• Experience with
  using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)

• 1+ years' previous IT Service Desk and/or Call Center experience - Required
• 1 Year of Experience with call tracking and ticketing software - Required
• 1 Year of Attentive to details and ability to be resourceful (using supplied documentation) - Required
• 1 Year of Ability to support users with limited knowledge of computers, software, hardware and systems- Required
• 1 Year of Above average communication skills and telephone manner - Required
• 1 Year of Basic User & Security Group Active Directory Administration - Required
• 1 Year of Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 - Required
• 1 Year of Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) – Required