The Help Desk Analyst is the first POC for the help desk to provide customer service and user support to ensure fully functioning IT software and equipment.
Responsible for demonstrating and promoting superior quality and service to customers (both internal and external) through ProSol’s core values: Speed, Integrity, Excellence, Reliability, and Long-term Commitment.
Responsibilities:
Helpdesk Support (Tier 1)/General How To's
Respond to and resolve customer tickets within the ProSol Helpdesk SLA
Desktop/Windows Support
Windows workstations deployed which run efficiently, configured to ProSol standards
MS Office Suite Support
MS Office installed and configured correctly
Provide assistance with the ProSol Helpdesk SLA
PBX Administration(HQVA/Triangle)
Phones functional and configured meeting company need
INDOC & Term User Administration
Users termed and created meeting guidelines listed in IT INDOC-Term process document
Vendor Liaison HQVA IT Supplies
Cost efficient supplies order supporting HQVA IT supplies needs
Schedule third party support as needed
Inventory Management
All assets tracked, maintained and inventoried
Printer/Fax/Copier Support (HQVA)
Printer/Fax/Copier functioning
Support and maintain as needed
Qualifications:
Demonstrate excellence in customer service to customers when providing technical support
Demonstrate excellence in teamwork and collaboration within the IT team and ProSol as an organization
Persevere in troubleshooting and problem solving across all technology platforms
Office 365, Blackberry, Active Sync devices, Windows XP Pro, Windows 7 Pro, and Apple OS X troubleshooting
User equipment deployment and collection
Basic understanding of firewall and filtering functionality
Familiar with support ticketing process and system
Education & Experience Requirements:
Bachelor’s Degree or 4 years experience in computer and applications technical support
Language Skills & Proficiency:
N/A
Security Clearance:
None
Additional Clearance Information:
N/A
Physical Demands:
Physical demands are extended time typing, lifting objects up to 50lbs, and climbing ladders.
Schedule:
Monday - Friday
Standard Work Hours:
9:00am - 4:00pm
Travel Expectations:
25% to Triangle Facility
Travel Schedule:
As needed.
Professional Solutions, LLC - 30+ days ago
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