Senior Help Desk Analyst

  • location: Bethesda, MD
  • type: Contract
  • salary: $24 - $28 per hour
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job description

Senior Help Desk Analyst

job summary:
Title: Sr. Help Desk Analyst

Location: Bethesda, MD

Duration: 3 month contract with possible extension or hire

Description:

Sr. Service Desk Analyst will provide in depth support for Windows 7 and Windows 10 workstations and Android and iOS mobile devices. The Analyst will provide initial support for POS workstations and other POS hardware, and in-house applications and systems. Analyst will also provide VIP White Glove support to Senior Executive staff. Analyst will Mentor and support other Service Desk analysts. Analyst will have experience working in a high call volume, fast paced environment.

Essential Functions:

  1. Provides VIP White Glove support to senior executives as needed
  2. Provides in depth support for Windows 7, Windows 10, MS Office
  3. Provides in depth support for laptops, desktops, printers
  4. Provides in depth support for Android and iOS mobile devices and associated Enterprise level secure software. Finds root cause and resolves or escalates as appropriate
  5. Provides initial support for Micros Simpony and other POS workstations and associated hardware
  6. Receives escalated issues from other Service Desk staff and resolves or escalates to SME teams and follows through until resolution
  7. Creates, updates and maintains Knowledge Articles and KA database
  8. Logs, tracks, and documents all calls in trouble ticket database
  9. Interfaces with SME teams and vendors when necessary to the resolution of a problem
  10. Performs root cause analysis to identify, understand and resolve or escalate underlying issues
  11. Coordinates with Information Security personnel to ensure protection of company systems
  12. If necessary, carries after-hours support cell phone and responds to support calls during assigned times
  13. Mentors, trains and supports other Service Desk analysts
Qualifications:

  1. 5+ years in a corporate or Enterprise Service Desk environment handling high call volumes
  2. Experience supporting Windows OS workstations, MS Office, Android and iOS mobile devices in a corporate environment
  3. Experience supporting Point of Sale workstations such as Micros Simphony
  4. Experience troubleshooting connectivity issues in a LAN/WAN environment
  5. Experience providing VIP executive white glove support
  6. Experience writing and maintaining Knowledge Articles/SOPs
  7. Knowledge of ITIL methodologies related to Incident Management, Problem Management and Request Fulfillment
  8. Strong problem-solving and analytical skills, initiative, eagerness to learn, and ability to work independently within a team structure
  9. Excellent oral, written and interpersonal skills
  10. Exceptionally high customer service skills and a commitment to excellent customer support
Education:

  1. MCSA Windows 10, MSCA Windows Server or equivalent certification that demonstrates deep professional knowledge and understanding of Windows environments and technologies
  2. Associates or Bachelors degree in a relevant technical field
  3. ITIL Foundation or higher is a plus
 
location: Bethesda, Maryland
job type: Contract
salary: $24 - 28 per hour
work hours: 9am to 5pm
education: Bachelors
 
responsibilities:
Title: Sr. Help Desk Analyst

Location: Bethesda, MD

Duration: 3 month contract with possible extension or hire

Description:

Sr. Service Desk Analyst will provide in depth support for Windows 7 and Windows 10 workstations and Android and iOS mobile devices. The Analyst will provide initial support for POS workstations and other POS hardware, and in-house applications and systems. Analyst will also provide VIP White Glove support to Senior Executive staff. Analyst will Mentor and support other Service Desk analysts. Analyst will have experience working in a high call volume, fast paced environment.

Essential Functions:

  1. Provides VIP White Glove support to senior executives as needed
  2. Provides in depth support for Windows 7, Windows 10, MS Office
  3. Provides in depth support for laptops, desktops, printers
  4. Provides in depth support for Android and iOS mobile devices and associated Enterprise level secure software. Finds root cause and resolves or escalates as appropriate
  5. Provides initial support for Micros Simpony and other POS workstations and associated hardware
  6. Receives escalated issues from other Service Desk staff and resolves or escalates to SME teams and follows through until resolution
  7. Creates, updates and maintains Knowledge Articles and KA database
  8. Logs, tracks, and documents all calls in trouble ticket database
  9. Interfaces with SME teams and vendors when necessary to the resolution of a problem
  10. Performs root cause analysis to identify, understand and resolve or escalate underlying issues
  11. Coordinates with Information Security personnel to ensure protection of company systems
  12. If necessary, carries after-hours support cell phone and responds to support calls during assigned times
  13. Mentors, trains and supports other Service Desk analysts
Qualifications:

  1. 5+ years in a corporate or Enterprise Service Desk environment handling high call volumes
  2. Experience supporting Windows OS workstations, MS Office, Android and iOS mobile devices in a corporate environment
  3. Experience supporting Point of Sale workstations such as Micros Simphony
  4. Experience troubleshooting connectivity issues in a LAN/WAN environment
  5. Experience providing VIP executive white glove support
  6. Experience writing and maintaining Knowledge Articles/SOPs
  7. Knowledge of ITIL methodologies related to Incident Management, Problem Management and Request Fulfillment
  8. Strong problem-solving and analytical skills, initiative, eagerness to learn, and ability to work independently within a team structure
  9. Excellent oral, written and interpersonal skills
  10. Exceptionally high customer service skills and a commitment to excellent customer support
Education:

  1. MCSA Windows 10, MSCA Windows Server or equivalent certification that demonstrates deep professional knowledge and understanding of Windows environments and technologies
  2. Associates or Bachelors degree in a relevant technical field
  3. ITIL Foundation or higher is a plus
 
qualifications:
Title: Sr. Help Desk Analyst

Location: Bethesda, MD

Duration: 3 month contract with possible extension or hire

Description:

Sr. Service Desk Analyst will provide in depth support for Windows 7 and Windows 10 workstations and Android and iOS mobile devices. The Analyst will provide initial support for POS workstations and other POS hardware, and in-house applications and systems. Analyst will also provide VIP White Glove support to Senior Executive staff. Analyst will Mentor and support other Service Desk analysts. Analyst will have experience working in a high call volume, fast paced environment.

Essential Functions:

  1. Provides VIP White Glove support to senior executives as needed
  2. Provides in depth support for Windows 7, Windows 10, MS Office
  3. Provides in depth support for laptops, desktops, printers
  4. Provides in depth support for Android and iOS mobile devices and associated Enterprise level secure software. Finds root cause and resolves or escalates as appropriate
  5. Provides initial support for Micros Simpony and other POS workstations and associated hardware
  6. Receives escalated issues from other Service Desk staff and resolves or escalates to SME teams and follows through until resolution
  7. Creates, updates and maintains Knowledge Articles and KA database
  8. Logs, tracks, and documents all calls in trouble ticket database
  9. Interfaces with SME teams and vendors when necessary to the resolution of a problem
  10. Performs root cause analysis to identify, understand and resolve or escalate underlying issues
  11. Coordinates with Information Security personnel to ensure protection of company systems
  12. If necessary, carries after-hours support cell phone and responds to support calls during assigned times
  13. Mentors, trains and supports other Service Desk analysts
Qualifications:

  1. 5+ years in a corporate or Enterprise Service Desk environment handling high call volumes
  2. Experience supporting Windows OS workstations, MS Office, Android and iOS mobile devices in a corporate environment
  3. Experience supporting Point of Sale workstations such as Micros Simphony
  4. Experience troubleshooting connectivity issues in a LAN/WAN environment
  5. Experience providing VIP executive white glove support
  6. Experience writing and maintaining Knowledge Articles/SOPs
  7. Knowledge of ITIL methodologies related to Incident Management, Problem Management and Request Fulfillment
  8. Strong problem-solving and analytical skills, initiative, eagerness to learn, and ability to work independently within a team structure
  9. Excellent oral, written and interpersonal skills
  10. Exceptionally high customer service skills and a commitment to excellent customer support
Education:

  1. MCSA Windows 10, MSCA Windows Server or equivalent certification that demonstrates deep professional knowledge and understanding of Windows environments and technologies
  2. Associates or Bachelors degree in a relevant technical field
  3. ITIL Foundation or higher is a plus
 
skills: Title: Sr. Help Desk Analyst

Location: Bethesda, MD

Duration: 3 month contract with possible extension or hire

Description:

Sr. Service Desk Analyst will provide in depth support for Windows 7 and Windows 10 workstations and Android and iOS mobile devices. The Analyst will provide initial support for POS workstations and other POS hardware, and in-house applications and systems. Analyst will also provide VIP White Glove support to Senior Executive staff. Analyst will Mentor and support other Service Desk analysts. Analyst will have experience working in a high call volume, fast paced environment.

Essential Functions:

  1. Provides VIP White Glove support to senior executives as needed
  2. Provides in depth support for Windows 7, Windows 10, MS Office
  3. Provides in depth support for laptops, desktops, printers
  4. Provides in depth support for Android and iOS mobile devices and associated Enterprise level secure software. Finds root cause and resolves or escalates as appropriate
  5. Provides initial support for Micros Simpony and other POS workstations and associated hardware
  6. Receives escalated issues from other Service Desk staff and resolves or escalates to SME teams and follows through until resolution
  7. Creates, updates and maintains Knowledge Articles and KA database
  8. Logs, tracks, and documents all calls in trouble ticket database
  9. Interfaces with SME teams and vendors when necessary to the resolution of a problem
  10. Performs root cause analysis to identify, understand and resolve or escalate underlying issues
  11. Coordinates with Information Security personnel to ensure protection of company systems
  12. If necessary, carries after-hours support cell phone and responds to support calls during assigned times
  13. Mentors, trains and supports other Service Desk analysts
Qualifications:

  1. 5+ years in a corporate or Enterprise Service Desk environment handling high call volumes
  2. Experience supporting Windows OS workstations, MS Office, Android and iOS mobile devices in a corporate environment
  3. Experience supporting Point of Sale workstations such as Micros Simphony
  4. Experience troubleshooting connectivity issues in a LAN/WAN environment
  5. Experience providing VIP executive white glove support
  6. Experience writing and maintaining Knowledge Articles/SOPs
  7. Knowledge of ITIL methodologies related to Incident Management, Problem Management and Request Fulfillment
  8. Strong problem-solving and analytical skills, initiative, eagerness to learn, and ability to work independently within a team structure
  9. Excellent oral, written and interpersonal skills
  10. Exceptionally high customer service skills and a commitment to excellent customer support
Education:

  1. MCSA Windows 10, MSCA Windows Server or equivalent certification that demonstrates deep professional knowledge and understanding of Windows environments and technologies
  2. Associates or Bachelors degree in a relevant technical field
  3. ITIL Foundation or higher is a plus

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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