What are the responsibilities and job description for the Help Desk Analyst II position at Visium Resources, Inc.?
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Introduction
Visium Resources has been asked to identify qualified candidates for this Help Desk Analyst II position in Somerville, MA. This position is a contract opportunity for a leading transportation authority and is expected to be on-site for a duration of 6 months.
Summary
The Help Desk Analyst II will be a member of Client's Digital Solutions Tier II team responsible for Level II support of desktops, applications and related infrastructure. The person responds to telephone calls, email and personnel requests for technical support. The Help Desk Analyst II identifies, researches and resolves or escalates technical problems as well as being responsible for documenting, tracking and monitoring the problem to ensure a timely resolution.
Minimum Knowledge and Experience
- Provide professional, consistent and responsive support services across the clients Help Desk processes required to deliver high quality customer service in a Microsoft Computing environment.
- Provide 'Level II' support for desktops (hardware / software), Client business applications, peripherals (e.g. printers, scanners?) and the network.
- Use troubleshooting experience, available documentation and best practices to diagnose hardware, software and production application issues to resolve customer issue on initial contact.
- Log all calls and document actions / issue resolution using Service Now application.
- When required, escalate calls to appropriate resources.
- Configure desktops (hardware / software) for new users.
- Configure, troubleshoot, setup and upgrade cell phones for users.
- Perform software / hardware upgrades.
- Troubleshoot corporate technology including; desktop computers, laptops, printers, etc.
- New and existing employee set up (creating accounts, configuring desk tops).
- Log all hardware new and re-issued in Service Now when issued, in maintenance or retired and disposed.
- Participate in the on-call rotation for after hours service calls.
Qualified candidates would have the following:
Skills:
- Active Directory experience beyond password resets and adding new user accounts.
- Experience with providing desktop support for Windows-based systems.
- Logical, detail oriented, and able to communicate well both verbally and in writing.
- 3-5 years minimum experience in a supporting role within an IT team.
- Basic experience with network troubleshooting and administration.
- Understanding of network protocols (TCP/IP, UDP), hardware & software network
- security, name services, and load balancing.
- Moderate understanding of application & OS security, including virus scan management.
