Senior Help Desk Analyst

Provides in-person and remote technical assistance to end-users and customers who are using a variety of hardware, software, and other resources through troubleshooting and diagnosing of issues, providing assistance with tasks, and performing installation and maintenance of computer systems.

• Provide end-user technical support for new support requests and follows up with customer satisfaction surveys to ensure full resolution of issues.
• Perform initial troubleshooting and research of support requests submitted via phone, ticketing system, or email. Adheres to defined SLA.
• Responsible for rotational on - call support for client's systems and related components. Occasional after-hours maintenance window participation.
• Manage issues requiring escalation to higher-level engineers and engage with other team members and end-users as necessary. Provides necessary items for escalation, including detailed problem definition, scope, and troubleshooting.
• Work with higher-level engineers to write, edit, and revise documentation, procedures, processes, and problem resolutions.
• Work with higher-level engineers to gain familiarity with systems and applications to provide assistance to the rest of the team where needed to execute DR playbook tasks in a disaster recovery scenario.
• Install and relocate client network equipment, personal computers and related equipment. Maintaining a complete list of all computer equipment, serial numbers and physical location of equipment.
• Work with other engineers to test, schedule, and validate security and software updates
• Responsible for coordinating and providing documentation and procedures r disaster testing.
• Provide minor service/maintenance to corporate printers including the inventorying and ordering of printer supplies (i.e., laser toner and printer ribbons).

• Participate in departmental cross-trainging.
• Occasionally evaluate new software and hardware.
• Gathering requested IT data for examinations and audits.
• User management on cloud-based voice system.
• Prepare and update documentation of departmental procedures.
• Perform other related duties and special projects as requested.
• Adhere to company and governmental policies and regulations, including those related to Equal Employment Opportunity and Affirmative Action Plan compliance.

• Technical knowledge of personal computers and Local Area Networks
• Technical knowledge of virtual servers and networks (VMware vSphere, ESXi, NSX)
• Extensive knowledge of Microsoft Windows Operating Systems
• Familiar with related electronic data processing systems and financial software applications
• Technical knowledge of system backup procedures
• Knowledge of hardware and software system modification/fix techniques
• Ability to interact effectively with all user levels, internal and external, via telephone or onsite.
• Ability to troubleshoot problems and effectively resolve user questions
• Effective interpersonal, written and verbal communication skills
• Must be detail oriented and selfmotivated