What are the responsibilities and job description for the Help Desk Support Analyst position at NESC Staffing?
Full-Time Office Project
Knoxville, TN or 50 miles radius
No remote / telework option - not negotiable, candidate must go into office.
US Citizenship Required
Description :
Help Desk Support Analyst to join the team in the NS&E GBU. The Help Desk Specialist will provide IT call center level support to offices and employees worldwide.
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 analyzes 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
Additional Qualifications :
39-$49 / hr.
Salary : $39 - $49
