Senior Help Desk Analyst

Location: Onsite in Glen Alen or Richmond, VAJob Summary:

• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Diagnoses and resolves software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• Performs preventative maintenance, including checking and cleaning of endpoints such as workstations, printers, IP Phones, and peripherals.
• Tests fixes to ensure the problem has been adequately resolved.
• Performs post-resolution follow-ups to help requests.
• Troubleshoots and repairs conference rooms phones, projectors, sound, cables, and wall plates.
• Uses remote support tools to assist users with problems and to remotely update software.
• Installs and configures new IT equipment pertinent to endpoints such as laptops, printers, and IP phones.
• If unable to correct the cause of a processing error or failure, provides proper notification to the appropriate IT staff member responsible for addressing this particular problem and its resolution.

Projects:

• Laptop Refresh
• Mobile Device Refresh
• Printer Refresh
• Outstanding customer services skills and the ability to handle the most difficult situation professionally, skills such as listening skills, integrity, positive attitude, ability to make decisions, and patience are essential.
• Administrative skills include composing emails, keyboarding, and administrative reporting tasks.
• Ability to work independently to identify and resolve network, server, desktop, and application admin issues.
• Ability to assist business clients with applications, connectivity, training, and problem-solving.
• Ability to communicate technical information to non-technical personnel.
• Knowledge of computer and/or network security systems, applications, procedures, and techniques.
• Outstanding skills in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.
• Experience or knowledge in desktop operating systems such as Windows, Mac OS, Linux.
• Basic hardware and software troubleshooting, installation, and repair.
• Microsoft Office
• E-mail client configuration (Outlook, mobile devices)
• Networking (basic knowledge of switches, firewalls, VPN clients, wireless networking)
• Basic experience or knowledge with Windows Server Active Directory, DNS, DHCP
• Basic experience or knowledge with VOIP