Help Desk Analyst
Our government client is looking for an experienced Help Desk Analyst on a hybrid 12
months renewable contract opportunity inHartford, CT.
Position:
Help Desk Analyst SCOPE OF WORK The Help Desk Analyst position is responsible for providing Level 1 end user support for issues related to the computer systems at the agency.
The Help Desk Analyst is expected to leverage strong interpersonal skills and solid communication skills to rapidly become a contributor to the implementation of the agency support strategy.
The team needs a Help Desk Analyst to ensure the following work is performed:
Specific Services Required Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyze, diagnose, and engage appropriate technical resources to resolve client issues.
Provide proactive follow-up, effective problem resolution, and end-to-end ownership of the problems.
Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.
Must be customer centric and aggressive in promoting your customers needs and getting them met.
Must follow all documented help desk processes and procedures to ensure consistent, quality support to end users.
Must answer and address all incoming service calls and emails and route accordingly.
Keep well-documented, up-to-date case notes on all tickets daily.
Ensure constant service ticket flow by escalating tickets that require higher-level assistance.
Provide first level of customer support and resolve issues or escalate as needed.
Ensure client support requests are well documented and triaged appropriately.
Must coordinate and work closely with the Help Desk Manager to service and provide training for our internal and external clientele.
Ensure the logging of all incidents and service requests.
Conduct timely triage and escalation in accordance with SLA requirements.
Address and resolve tier 1 level incidents and requests.
Engage with other service desk resources and escalate as needed to other technical teams.
Accurately document interactions, incidents, and problems.
Work with service desk and other teams to develop, enhance and clearly document technical process and procedure.
Follow, enhance, and develop procedural documentation related to user account provisioning and management.
Develop, enhance, and maintain knowledge base articles used by other IT staff.
Participate in Production support review meetings.
Qualifications The candidate must have the following skills or
Experience:
Bachelor of Science in Information Technology or related field.
Minimum 3 years IT support experience and knowledge of Help Desk processes and procedures.
Minimum 3 years of experience working in IT Help Desk support environment.
Working knowledge of System Center Service Manager or other enterprise ticketing systems alike.
Familiarity with Information Technology Infrastructure Framework (ITIL) processes related to IT service and support.
Excellent Customer Service skills, including a positive attitude and ability to instil confidence in your customers.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to work cooperatively with other team members, including team lead/manager, support staff, developers, vendors, etc.
a must.
Proficient with the following technologies:
Microsoft Windows 7/10, Microsoft Office 2010/2013/2016, TCP/IP, DNS, DHCP, Telnet and Active Directory.
Required/Desired
Experience:
Skills Qualification Competency Skills A
Proficient (4-6 Years) Skills DNS Proficient (4-6 Years) Skills TCP/IP Proficient (4-6 Years) Skills Windows 10 Proficient (4-6 Years) Skills Windows 8, 8.
1, 10 Proficient (4-6 Years) Skills Adobe Acrobat Proficient (4-6 Years) Skills Communication skills both verbal and written Advanced (7-9 Years) Skills Learning ability Advanced (7-9 Years) Skills Teamwork Proficient (4-6 Years) Skills Active Directory Proficient (4-6 Years) Skills Microsoft Office Professional Advanced (7-9 Years) Skills Microsoft Office Advanced (7-9 Years) About Vector:
Vector Consulting, Inc.
, (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results.
Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability and value.
Our continuing growth has been and continues to be built around successful relationships that are based on our organization's operating philosophy and commitment to People, Partnerships, Purpose and Performance - THE VECTOR WAY Celebrating 30 years of service.
Recommended Skills Active Directory Group Adobe Acrobat Communication Customer Service Dns Dynamic Host Configuration Protocol Estimated Salary: $20 to $28 per hour based on qualifications.
months renewable contract opportunity inHartford, CT.
Position:
Help Desk Analyst SCOPE OF WORK The Help Desk Analyst position is responsible for providing Level 1 end user support for issues related to the computer systems at the agency.
The Help Desk Analyst is expected to leverage strong interpersonal skills and solid communication skills to rapidly become a contributor to the implementation of the agency support strategy.
The team needs a Help Desk Analyst to ensure the following work is performed:
Specific Services Required Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyze, diagnose, and engage appropriate technical resources to resolve client issues.
Provide proactive follow-up, effective problem resolution, and end-to-end ownership of the problems.
Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.
Must be customer centric and aggressive in promoting your customers needs and getting them met.
Must follow all documented help desk processes and procedures to ensure consistent, quality support to end users.
Must answer and address all incoming service calls and emails and route accordingly.
Keep well-documented, up-to-date case notes on all tickets daily.
Ensure constant service ticket flow by escalating tickets that require higher-level assistance.
Provide first level of customer support and resolve issues or escalate as needed.
Ensure client support requests are well documented and triaged appropriately.
Must coordinate and work closely with the Help Desk Manager to service and provide training for our internal and external clientele.
Ensure the logging of all incidents and service requests.
Conduct timely triage and escalation in accordance with SLA requirements.
Address and resolve tier 1 level incidents and requests.
Engage with other service desk resources and escalate as needed to other technical teams.
Accurately document interactions, incidents, and problems.
Work with service desk and other teams to develop, enhance and clearly document technical process and procedure.
Follow, enhance, and develop procedural documentation related to user account provisioning and management.
Develop, enhance, and maintain knowledge base articles used by other IT staff.
Participate in Production support review meetings.
Qualifications The candidate must have the following skills or
Experience:
Bachelor of Science in Information Technology or related field.
Minimum 3 years IT support experience and knowledge of Help Desk processes and procedures.
Minimum 3 years of experience working in IT Help Desk support environment.
Working knowledge of System Center Service Manager or other enterprise ticketing systems alike.
Familiarity with Information Technology Infrastructure Framework (ITIL) processes related to IT service and support.
Excellent Customer Service skills, including a positive attitude and ability to instil confidence in your customers.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to work cooperatively with other team members, including team lead/manager, support staff, developers, vendors, etc.
a must.
Proficient with the following technologies:
Microsoft Windows 7/10, Microsoft Office 2010/2013/2016, TCP/IP, DNS, DHCP, Telnet and Active Directory.
Required/Desired
Experience:
Skills Qualification Competency Skills A
Proficient (4-6 Years) Skills DNS Proficient (4-6 Years) Skills TCP/IP Proficient (4-6 Years) Skills Windows 10 Proficient (4-6 Years) Skills Windows 8, 8.
1, 10 Proficient (4-6 Years) Skills Adobe Acrobat Proficient (4-6 Years) Skills Communication skills both verbal and written Advanced (7-9 Years) Skills Learning ability Advanced (7-9 Years) Skills Teamwork Proficient (4-6 Years) Skills Active Directory Proficient (4-6 Years) Skills Microsoft Office Professional Advanced (7-9 Years) Skills Microsoft Office Advanced (7-9 Years) About Vector:
Vector Consulting, Inc.
, (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results.
Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability and value.
Our continuing growth has been and continues to be built around successful relationships that are based on our organization's operating philosophy and commitment to People, Partnerships, Purpose and Performance - THE VECTOR WAY Celebrating 30 years of service.
Recommended Skills Active Directory Group Adobe Acrobat Communication Customer Service Dns Dynamic Host Configuration Protocol Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
