What are the responsibilities and job description for the Desktop Support Analyst position at CPS/Comtech?
Job descriptionHelp Desk Support Analyst3-6 year contractType : Full-time, Contract PositionCitizenship : Applicants must be U.S. Citizens.Overview : Join a globally recognized leader in engineering, project management, and construction services. Our project teams operate across four major business units, dealing with projects in infrastructure, mining and metals, nuclear, security, environmental sectors, and energy. We are expanding our team and looking for a dedicated Help Desk Support Analyst to provide essential IT support within our NS&E GBU.Key Responsibilities : Offer first-level troubleshooting for hardware, software, and operating system issues.Record user problems using an online problem management system; this includes opening, updating, and closing tickets.Manage telephone, email, and ticket-based requests for technical support.Ensure timely resolution of IT issues, following up on unresolved problems.Remote installation of software products and approved patches.Perform diagnostics on hardware and software issues and coordinate necessary repairs.Diagnose and resolve computer system and software issues in coordination with product line specialists and enterprise infrastructure support staff.Maintain a comprehensive understanding of historical database records to analyze problems.Monitor the ticket queue to meet specified resolution metrics.Escalate unresolved issues to higher levels of support as necessary.Basic Qualifications : Bachelor’s Degree in Computer Information Systems, Management Information Systems, or a related Information Technology discipline, or six years of relevant experience in lieu of a degree.Minimum of one year of experience in troubleshooting application or network-related issues.Experience with ticket tracking tools such as Heat, Remedy, or Service Now.Proven customer service experience.Preferred Qualifications : Willingness to participate in shift rotations, including occasional evenings and weekends.Hands-on experience with Microsoft Windows operating systems.Proficient in troubleshooting and supporting software and hardware setups.Excellent communication skills and a strong customer support orientation.Good understanding of client-server and networking principles.Must be able to obtain MCDST or equivalent certification within 12 months of hire.Familiarity with ITIL / ITSM concepts.Job Type : ContractPay : $35.00 - $50.00 per hourExpected hours : 40 per weekSchedule : 8 hour shift Experience : Help desk : 4 years (Required)Windows : 4 years (Required) Ability to Commute : Knoxville, TN 37930 (Required) Work Location : In person
Salary : $35 - $50
