Service Desk Analyst II(35732)

• Perform escalated Help Desk functions including answering requests for assistance, creating tickets, and performing troubleshooting operations

• Answers user inquiries regarding computer software or hardware operation to resolve problems;

• Troubleshoots network-related or network software-related problems

• Maintain agency servers and 3rd party systems

• Maintain documentation and desk procedures for all team functions

• Provide desk-side support to end users

• Create and maintain desktop computer images, documentation, and Minimum Security Baselines (MSBs)

• Research new technology

• Other duties as assigned.

Required skills:

• Knowledge of Microsoft Servers and Windows 7 operating systems

• Understanding of network architecture

• Understanding of PC architecture

• Knowledgeable in computer hardware and software

• Well-developed facilitation skills to work among individuals from various departments and locations

• Proven organizational, Communication and written skills

• Demonstrated problem resolution skills and analytical ability

• Ability to work independently with minimal supervision

• Ability to adapt to the changing needs of the agency

• Ability to effectively evaluate and respond appropriately to situations

• Ability to multi-task

Preferred skills:

• Associate's degree or five years' experience in a technical support position including technical certification

• Help Desk Knowledge, managing, escalating, documentation

• Strong aptitude for, and disposition toward, customer service

• Experience with Kofax

• Experience with SCCM

• ITIL Foundation training and/or certification.

- "All your information will be kept confidential according to EEO guidelines". - All candidates who are authorized to work in US are encouraged to apply. - Candidates must clear the Background check prior to commencing the assignment.

THIRD PARTY CANDIDATES:

Email your candidate/s resume to pete dot tylor at idealforce.com along with the following details: Rate, Current location and Availability.

Disclaimer :

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.