Help Desk Analyst
Horizontal Integration Inc. - Minnesota

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Help Desk Analyst

Southeast Metro, MN
24+ Month Contract
Salary: DOE

Resolve client tech issues
Determine effective resolution of issues by troubleshooting & analyzing computer system errors of moderate to difficult scope where analysis of situations or data require an in-depth eval
Provide remote tech support for hardware (printers, desktop, laptop, drivers, monitors, and PDAs) & software (internally developed apps, productivity, computer OS systems, internet apps, and various drivers);
Interact with internal & external escalation resources to resolve complex tech issues
Recommend current supported software apps & hardware appropriate to best meet requirements
Acquire and maintain knowledge on newly purchased & existing supported desktop software, hardware,& systems
Assist with testing of new or upgraded PC software & hardware releases as requested

Required Experiences:
Cert preferred in A+ Cert and/or any MS Certified Professional from the MCSE track
1-3 years exp in a Support Center or Call Center environment
2-4 years exp in an IT Support env.

SKILLS NEEDED: Customer service, communication, problem-solving, analytical, troubleshooting, team work and good prioritization skills; Work logically under pressure, can work in a changing environment & deal successfully with stressful situations;

Experience with Windows XP, Windows 7, Outlook, remote management tools, remote dial-in, active directory administration, virtual private network, office productivity tools (2007 and 2010), web-based applications, TCP/IP