Overview
On Site
Depends on Experience
Contract - Independent
Contract - W2
Contract - 12 Month(s)
Skills
Technical Support
Help Desk
Computer hardware
Active Directory
Job Details
Job Title : Help Desk Analyst
Location : REMOTE
Long term contract
Helpdesk Analyst - Hands on computer technical support for our internal users with at least years experience. Looking for very experienced technical support analyst.
General Description We are looking for a system analyst with years experience or more in supporting users with IT related needs and issues. Provide technical assistance to computer users. Answer questions and resolve computer problems for users in person, via telephone and electronically. Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Coordinate and work with third party support vendors in providing assistance to computer users for a variety of technical issues including networking, end user computer hardware, communications and applications. Create incident tickets and change request tickets within a ticket management tool, monitor ticket queues and escalation of tickets beyond SLA s. Job Responsibilities Oversee the daily performance of computer systems and applications.
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets
outside of SLA s until resolved.
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems,
or appropriate software.
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or
installation specifications.
Maintain records of daily data communication transactions, problems and remedial actions taken, or
installation activities.
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve
problems or to provide technical assistance and support.
Refer major hardware or software problems or defective products to third party support vendors for service.
Develop training materials and procedures, or train users in the proper use of hardware or software.
Confer with staff, users, and management to establish requirements for new systems or modifications.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.