Job Details

Position: Technical Support Analyst (Ref: 6926)
Location: Richmond,VA,23219,United States
Duration: 1 Years 11 Months 17 Days - Contract
Openings: 1
Pay Rate:Login

Description:

• Training with Help Desk staff member on updated processes
• Monitoring system to determine if tickets are being escalated according to the vendor's agreement.
• Ability to quickly learn systems to provide Tier 1 Support
• Experience working with ticketing systems - i.e, managing ticket queues, escalating to appropriate workers
• Experience creating process documentation
• Experience with generating Help Desk metrics and reports for management
• Providing software/hardware tech support - e.g., software installations, configuring hardware, etc.
• Experience working with teleconference tools and MS Office
• Assisting with special projects - e.g., initiatives
• Provide Help Desk support duties as assigned.

Required / Desired Skills

  • Experience developing and maintaining user documentation (Required 7 Years)
  • Experience documenting application defects (Required 7 Years)
  • Experience setting up and troubleshooting Windows desktop devices and peripherals (Required 7 Years)
  • Experience conducting in-person training of application use (Required 7 Years)
  • Knowledge of Microsoft Office (Required 7 Years)
  • Ability to create reports for consumption by agency management (Required 7 Years)
  • Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions and approaches to problems (Required 7 Years)
  • Ability to provide information analysis proactively and interactively with business staff (Required 7 Years)
  • Possess good organizational and communication skills (Required 7 Years)

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