What are the responsibilities and job description for the Desktop analyst/Contractor position at CPS Comtech?
Job Details
Job Duties:
- Provides first-level troubleshooting of hardware, software and operating system problems,
- Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets.
- Responds to telephone calls, email, and problem tickets for personnel requests for technical support.
- Tracks and monitors the problem to ensure a timely resolution where required.
- Resolves PC software configuration problems and remotely installs software products and/or approved patches.
- Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs.
- Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff.
- Diagnoses, isolates, and analyses problems utilizing historical database records.
- Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.
- Escalates unresolved issues to the successive level of support.
Basic Qualifications:
Bachelor s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree
3-6 years of experience in troubleshooting applications or network related issues
3-6 years or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now
3-6 years of experience providing customer service
Additional Qualifications:
- Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.
- Hands-on experience with Microsoft Windows operating systems
- Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware
- Excellent and demonstrated communication and customer support skills
- Understanding of client-server and networking principles
- Ability to obtain MCDST or equivalent within 12 months
- Knowledge of ITIL/ITSM concepts
