Job Details

Position: Service Desk Analyst (Ref: 9285)
Location: Whitehall, OH 43213 USA
Duration: 7 Months 5 Days - Contract
Openings: 2
Deadline: 12/05/2021
Pay Rate:Login

Description:

We are seeking two Service Desk Analyst with an active CompTIA A+ certification that ideally have IT Level 2 and Level 3 support experience. Contractor installs and maintains desktop computer system and connectivity to the infrastructure, local and wide area networks; analyzes and troubleshoots the performance issues of the desktop; coordinates information between end-users and IT staff to maintain a fully functioning desktop; documents issues and processes to isolate a component of failure before escalating to a senior technician. The contractor will help achieve CFSR standards and help ensure service delivery that focuses on Safety, Permanency and Well-being for the families.

Roles:
• Consultant Service Desk team is on-call as they run a 24x7x365 public facing call center.
• Consultants are primarily onsite, and some may be on a work from home rotation.
• Shifts are pre-planned in advance.
• Consultants need basic IT fundamental knowledge as well as different pillars such as Security, Network, Application and Active Directory.
• They need to understand the Seven Layers of OSI and ID the component of failure to articulate when escalation is needed.
• Technical troubleshooting annual certifications (examples include CompTIA, A+ Network + and Security+, ITIL foundations, Kepner/Trego, technical trouble shooting or other advanced certifications

JOB DUTIES:
75%
• Technical troubleshooting/resolution of calls/incidents and tickets as it pertains to networking and software problems; consults with users on possible solutions.
• Closes tickets/requests and updates other needing tracking mechanisms timely.
• Deploys and installs approved hardware/software.
• Completes computer imaging and reformatting hard drives.
• Provides strong customer service focused on clear communication and timely follow through.

20%
• Provides maintenance and documentation support to agency employee and associates; enters meta-data into repositories (such as Ticket system, MACI); troubleshooting of “Help Desk” support calls as it pertains to designated connectivity, hardware and software.
• Performs loading validation of software; executes unit or system test scripts; provides maintenance support for application software; develops, organizes, files, and maintains platform specific documentation.
• Generates enhancements for existing infrastructure, software or database systems in compliance with specifications and standards; creates and/or modifies program modules; creates database diagrams; writes standard queries; writes test cases and/or scripts for unit and systems testing; verifies unit and system test results to ensure software is producing desired results.
• Participates in IT advanced training/certification, supervisory conferences and other department/agency meetings as needed.

5%
• Performs other related duties as assigned.

ADA Requirements:
Equipment in use in Job Performance: Personal Computers, servers, network components, telephones, calculator, copy machines, printers, faxes, cell phones and common writing devices. Must be able to lift 50 pounds. Must be able to work from a step ladder.

EQUIPMENT USED:
• Telephone calculator printer fax machine switches/routers/firewalls, computer copying machine automobile/cargo vehicle server/SAN


UNUSUAL WORKING CONDITIONS:
• Ability to transport/lift up to 50 lbs.

Required / Desired Skills

  • Combined work exp. in any combo of the following: computers &/or telecom, SW/HW, apps, support products, products or DBs for small scale systems, etc. (Required 2 Years)
  • Related Service Desk work experience (Required 1 Years)
  • Technical institute degree/certificate in Computer Science or Information Systems or equivalent work experience. (Required 1 Years)
  • CompTIA A+ certification (Required 1 Years)
  • Exceptional communication skills, both written and verbal (Required 1 Years)
  • Excellent active listening skills (Required 1 Years)
  • Ability to clearly articulate messages to a variety of audiences (Required 1 Years)
  • Forward looking with an holistic and an empathetic approach (Required 1 Years)
  • PC based applications with all standard office productivity tools, network print management experience (Highly Desired 2 Years)
  • Experience in any combinations of the following: Service Now, Remedy, Altiris, Help Desk Authority (Highly Desired 1 Years)
  • Basic IT ID management & IT security processes, configuring upgrading or installing ERP client based application components (AX, .NET, DocuSign, MSFT) (Highly Desired 1 Years)

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