A client of Beacon Hill Technologies has the need for a help desk analyst. This is a long term contract opportunity.
The candidate should meet the technical skills outlined below:
Two or more years of experience in an IT Help Desk capacity, including ticket systems.
Thorough knowledge of Windows 7, Citrix/Virtual Desktop, Active Directory, MS
Outlook and MS Office.
Strong analytical and troubleshooting and diagnostic skills.
Support for tier 1 incident resolution, change requests and
how-to requests reported to the IT Employee Help Desk.
Provide initial assessment, triage, research, and resolution
of tier 1 incidents and requests regarding the use of
application software, hardware and/or infrastructure
Collection of support information through phone, instant
message and email conversations with employees and/or
agents, accessing support tools, and escalation to second
tier support staff as required.
Provision of 1st-level phone and electronic support for all
hardware and software, computer and communications
systems questions and problems for employees.
Provision of resolution, recommends corrective action for
recurring problems, and/or escalates issue to appropriate
tier-2 support personnel.
Accurate documentation of calls in ticketing system,
including but not limited to, correspondences with the
customer, problem analysis, troubleshooting performed and
resolution; and ensures proper closure of all issues.