Help Desk Analyst

The IT Help Desk Technician provides daily support to computer users throughout the organization. Primary responsibility is resolving more complex end user problems, which are unable to be resolved by Tier I. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

RESPONSIBILITIES:

• Act as an escalation point for issues that are unable to be resolved by Tier I
• Respond to request via phone calls, in person or by email through help desk software.
• Provide advanced technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Image new computers to company standard install.
• Procurement of hardware and software for end users
• Support company mobile phones and smart phones
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Help Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issues have been resolved

QUALIFICATIONS:

• 1+ years intermediate experience in Windows Domain and Active Directory administration
• experience in Citrix Xenapp and Xendesktop
• experience in Network Security (Firewalls, VPNs, Data Encryption, Endpoint Protection, Vulnerability Management, Access Control)
• 1+ years of end user support experience