Customer Deskside Support Analyst

Sterling, VA | Contract

Post Date: 08/15/2017 Job ID: 231 Industry: Other Area(s)

Primary Function: 

The Customer Deskside Support Analyst  provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems. 


Responsibilities: 
  • Efficiently categorize, prioritize and diagnose incidents and service requests received via ticketing system 
  • Prioritizes own workflow to meet deadlines as assigned by the leadership team 
  • Provides technical assistance to end-users and/or guidance to acquire resolution within established SLAs 
  • Efficiently images, installs, tests and maintains desktops, laptops, thin-client terminals, peripherals, printers and multiple desktop applications 
  • Proactively contact end users with follow-up telephone calls, IM or Email messaging or direct personal interaction 
  • Establishes a proficiency in the applications, system interface, tools, and processes within the department' s scope 
  • Develops proficiency in the business support processes that drive the applications within the department’ s scope 
  • Participates in small and large scale PC-related projects 
  • Coordinates and performs PC equipment moves as requested by Facilities management 
  • Collaborates with Asset Processing team to manage hardware and software inventory 
  • Creates, maintains, and adheres to required departmental SOPs as assigned by the leadership team 
  • Assists Service Desk Analysts with technical service request escalations 
  • Provides hands-on support for Engineering and System Admin teams, as requested 
  • Participates in on-call support rotation, including additional night and/or weekend hours 
  • Available to travel, as requested 


Minimum Requirements: 
  • Minimum 3 years of PC hardware/software technical support experience 
  • minimum 2 years of networking, voice/data cabling, telecom and Audio/Visual experience 
  • minimum 2 years of experience supporting mobile devices 
  • Excellent customer experience, communication and collaboration skills 
  • Strong detail orientation and organizational skills 
  • Ability to lift IT equipment, up to 50lbs, including desktops, printers, server racks, blades and UPS 
  • Works well in high pressure situations and with multiple task assignments 
  • Technical Certification (examples: CompTIA, CCNA, Microsoft, etc.) 
  • High school Diploma or equivalent work experience 


Preferred Requirements: 
  • 2-3 years of advanced software support experience (examples: Microsoft, Apple, Oracle, Putty, etc.) 
  • Minimum of 2 years Networking, Server and Telecom support experience 
  • Bachelor degree a plus

 

Jason Destro

Over 20 years’ of recruiting experience with hands-on recruiting and placement of I.T. professionals (Full Time, Temp 2 Perm, & Contingent) in the NJ/NY/CT/PA marketplace for a wide variety of today's demanding IT skill sets. Focused on delivering exceptional service by understanding client’s objectives and goals.

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