WASHINGTON, DC, USA
3 days ago
IT Support Analyst
Job Seekers, Please send resumes to resumes@hireitpeople.com

Complete Description:-


Must be capable of working in a Call Center and/or Onsite role by effectively listening, analyzing/documenting issues, carrying out solutions and/or escalating issues, and tracking to completion. Work with end users to identify and resolve computer hardware and software issues, install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, strong TCP/IP network troubleshooting, extensive Active Directory knowledge, project deployments, and other related duties as assigned. Maintain up-to-date knowledge of hardware and software specifications. Must be experienced in Windows 7 and 8, MAC OS, Microsoft Office, Printer/Scanner Peripherals, and mobile/tablet devices. 

 

The preferred candidate must have excellent verbal and written skills in order to provide support; must be able to communicate with the customer in a clear and concise manner. The preferred candidate must have strong customer service and troubleshooting skills.

 

Must be flexible to 24/7 shifts, may require work on weekends & after normal business hours.  Adhering and working within established policy and procedures within the Call Center and Agency Code of Conduct. Meeting and exceeding established programs SLA's.

 

If necessary, the preferred candidate will be subject to written and scenario based testing in: customer service and technical proficiencies.

 

Behavior Characteristics:-


Interpersonal, team-oriented, customer service skills, leadership abilities, soft skills, self-motivated, professional, strong analytical with detailed oriented skills.  Must have excellent verbal/written communication skills and composed of distress.

 

Skills:

Skill

Required / Desired

Amount

of Experience

Expertise Rating

 

Provide direct desktop support

Required

8

Years

3 - Expert

Expertise in supporting Microsoft based HW/SW (2000, XP, and higher)

Required

8

Years

3 - Expert

Experience with working knowledge of MAC OS 10.X & Office 2008

Required

8

Years

3 - Expert

Configure and troubleshoot wireless connectivity

Required

8

Years

3 - Expert

Experience with LAN/WAN connectivity issues (toning/tracing ports)

Desired

8

Years

3 - Expert

Experience and use of remote control tool sets (LandDesk and Bomgar)

Required

8

Years

3 - Expert

Experience and working knowledge of Active Directory & Active Server Role

Required

8

Years

3 - Expert

Experience and knowledge of ghosting software & support of specialized applications

Highly desired

8

Years

3 - Expert

Experience with supporting and troubleshooting mobile devices (Android, iOS, Windows Mobile)

Highly desired

8

Years

3 - Expert

Experience with Call Tracking Systems (preferably Remedy ITSM)

Required

8

Years

3 - Expert

 

 

Confirm your E-mail: Send Email