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Help Desk Analyst

4 months ago

Orlando, United States Visium Resources, Inc. Full time

Introduction

Visium Resources has been asked to identify candidates for Help Desk Analysts for the following contract position in Orlando, FL. This will be an onsite position for a long term duration of at least one year with very likely yearly extensions.


Summary:


The Help Desk Analyst will:

  • Answer telephone calls, e-mail inquiries, and visit customers experiencing technical problems
  • Install, configure, deploy, maintain, and ensure the effective operation, within standards, of all end-user hardware, software, and mobile devices. Some of these devices are:


Hardware: desktop PCs, tablets, peripherals equipment, printers, air cards, clocks, etc.

Software: Windows OS, Microsoft Office, applications, VPN, Netmotion


Job Description:

  • Monitor, respond to trouble calls, and provide end-user training in use of equipment and software
  • Analyze, troubleshoot, prioritize, communicate, and resolve incidents expeditiously both remotely and/or on-site
  • Utilize excellent customer service skills and exceed customer's expectations
  • Exhibit proficiency in Windows based applications such as IE, Chrome, Java, Adobe, etc.
  • Apply excellent written and verbal communication skills to convey technical and non-technical terms
  • Ability to document technical procedures/solutions to update Support Center documentation
  • Interact and coordinate resolution of problems with internal/external IT groups and/or vendors
  • Knowledge of MS Exchange, Active Directory, and Network protocols
  • *Shift work; may be required to work a flexible schedule, including nights, weekends, and holidays
  • Responsible for traveling to remote sites. After hours (on-call) weekly rotation
  • Valid driver license and ability to lift up to 50 lbs.


Qualified candidates would have the following:


Minimum Qualifications:

  • Associate's degree from an accredited institution in Information Technology or closely related field
  • This may be substituted for two-years of recent direct job experience in a medium to large scale enterprise IT support environment
  • One-year of fieldwork IT technical experience in an enterprise support center environment
  • Valid driver license and reliable transportation
  • Must have a clear and easily understood speaking voice
  • A+ Certified or working towards A+ Certification a big plus


Additional Technical Preference:

  • Active Directory and Exchange
  • Network troubleshooting (Ping, NSLookup, Tracert)
  • File permissions
  • Knowledge of Database Client configuration (ODBC)
  • Anti-virus support
  • Basic knowledge of IT security (Firewalls, Certificates)
  • Apple Mac support a plus
  • Print servers, Network Printer management