Duties and Responsibilities:
Provide support to customers for network, desktop hardware, and software problems. Take calls from customers, diagnose problems, and recommend and/or implement solutions. Utilize remote tools for troubleshooting and problem resolution. Track tickets until completion and maintain data in several databases. Assign or escalate tickets to appropriate groups for resolution.
1 to 3 years of work experience in a technology role demonstrating a strong track-record of computer proficiency
Excellent interpersonal, customer service, and written communication skills
Experience troubleshooting and supporting web-based applications, Windows 7 and MS Office
Understanding of escalation and notification processes
Technical problem solving skills
Must be detail-oriented, able to multi-task, self-directed, with ability to prioritize tasks
Strong technical knowledge of MS Windows, Office, Outlook, and Help Desk tracking tools (Track-It preferred)
Ability to quickly understand and resolve customer problems using proper customer service techniques
Ability to interact with all levels of employees up to and including executive management
Ability to lift and carry 60lbs and work in confined spaces
Experience supporting users on a Windows domain
PC hardware troubleshooting experience
Bachelors degree in Computer Science or related discipline or equivalent experience
Must be a US Citizen who is eligible to obtain and maintain a Federal Government Clearance
Previous Service Desk experience
EES, LLC is an Equal Opportunity Employer and strives for diversity. Careers with EES, LLC. feature excellent growth, very competitive health and welfare benefits, and 401(k) program with a Company match.
SharePoint 2010 experience
User Training experience
VMware including Virtual Desktops experience
VoIP/ Video Teleconference experience
Please forward your resume along with salary requirements to email@example.com , placing Help Desk Analyst (13-032) in the subject line. All resumes go directly to a recruiter for consideration. Candidates only, no agencies.