Help Desk Support Analyst
Silver Spring, MD

Job Description

MANDATE: To provide an excellent level of service and support to the company and enhancing their skills at rapid problem acquisition and resolution.

KEY RESPONSIBILITIES:

Perform first tier, on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommends and implements corrective solutions, including off-site repair for remote users as needed.
Maintain, upgrade and repair PCs/laptops and Windows desktop applications for all systems.
Install, assemble, and configure computers, monitors, networks infrastructure and peripherals such as printers, scanners, and related hardware; pulls cables, and rewires or directs the rewiring of cables as required for new installations and office reconfiguration.
Troubleshoots problems with computer systems, including troubleshooting hardware and software, Windows based workstations, custom applications, email, network and peripheral equipment problems; makes repairs and corrections where required.
Receives and prioritizes calls and emails from users. Assigns tasks to appropriate work order tickets and ensures that all problems are tracked, measured, resolved, and verified.
Provides information to all users regarding system status, operability, proper equipment use, and printer functions.
Assists with setting up new users in Active Directory.
Completes hardware and software licensing functions and assists with inventory management.
Ensures that physical desktop connections (Ethernet jacks, telephone modem jacks, connectors between PCs and users, IP connections, etc) are in proper working order.
Assists with phone system adds and moves.
Assists with vendor coordination and communications.
Monitors and enforces Interactive One IT policies and procedures.
Provides on-call support and escalation as assigned or required for all system technical issues.
Completes projects as assigned in server services, networking, telephony, and desktop management.
Assists with maintenance of Windows servers as well as the Microsoft and 3rd party applications and services running on them.
Establishes and maintains effective working relations, communications and coordination with Interactive One personnel and management.
Following problem escalation and documentation procedures
Pro-active identification of potential technical problems and proposing candidate solutions
Creation of standalone utilities for automating tasks

Coordinating with 3rd Party vendors for product support and installation
Deploying standardized workstations by using software deployment tools

Managing issue resolution through online ticketing system
Participating in maintaining overall department documentation

ADMINISTRATIVE RESPONSIBILITIES:

To stay within all relevant departmental policies & procedures at all times
To attend all meetings as requested
To develop, implement and manage a proactive, efficient, user friend filing system as it applies to the overall function

To ensure that appropriate Self-Management is exercised at all times, as it applies to the overall function and specifically as it relates to:

Overall professionalism - Judgement - Poise and Etiquette - Propriety - Dress code (includes appropriate grooming ) - Confidentiality (at all times) - Managing emotions ( Emotional Maturity and control in all situations) - Taking Initiative (may include taking risks) - Being self-directed - Accepting responsibility - Being accountable - Self-critiquing - Accepting and growing with others critique - Being objective (when relevant)- Building and maintaining workable relationships - Suspending judgment (when relevant) - Not discriminating - Being accepting rather than judgmental (when appropriate) - Allowing others their feelings - Extending common courtesies - Behaving out of a sense of urgency (when appropriate) - Striving for balance - Problem solving and decision making

DIRECT REPORTS : None

Critical Competencies for Success:

Excellent problem-solving skills, communication and interpersonal skills
Time management and prioritization skills
Must have patience, a positive customer-friendly attitudes
The ability work in a team structure environment and a demanding 24/7 environment
Strong technical understanding of various hardware Basic familiarity with Windows, Linux, and Mac OS X
Familiarity with backup software and concepts
Understanding of TCP/IP and competence in networking troubleshooting
Understanding of common networking protocols: HTTP, SMTP, DNS, SNMP
Willingness to participate in tackling innovative projects
Demonstrated accuracy and attention to detail a must.
Follow written procedures and processes while also having the ability to think quickly to answer questions and solve problems involving differing situations, requiring creativity to search for solutions among learned and unlearned alternatives. Occasional analysis and independent judgment is required to determine appropriate courses of action.
Communicate effectively, both orally and in writing, including ability to disseminate information and communicate to properly evaluate inbound customer service calls.
Work effectively with employees at all levels of the organization, outside customers and vendors, including tolerance for constant interruptions.
Demonstrate strong knowledge of all MS applications and operating systems.
Follow internal and external customer response, escalation and resolution processes.
Collect, compile, and analyze information to develop recommendations.

EDUCATION/EXPERIENCE: High School Graduate or GED required. Specialized training, related college coursework, or certificate preferred. Certification is a plus. 1-2 years of previous desktop support on Windows, Linux, or Mac platforms . Proven experience in troubleshooting PCs in Windows. Experience using help desk tracking software is a plus.

We are an Equal Opportunity Employer

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