Information Technology Help Desk Support/Help desk specialist

1 month ago


Phoenix, United States Sharp Decisions Full time

TITLE : Information Technology Help desk support/Help desk Analyst

LOCATION : Phoenix, AZ

CONTRACT DURATION : 3 - 6 months (with possible extension)

PAY RATE : $24.78/HR - $25.65/hr on W2

100% ONSITE (10 hours/day, Monday-Thursday - Chance to convert to full-time employee if there is an opening. (USC/GC only)


NO C2C CANDIDATES/NO W2 REFERRALS/NO CANDIDATES OUTSIDE PHOENIX, AZ will be considered.


Common duties include: application support, maintenance, and modifications of intermediate

complexity to existing scripts and reports; developing and maintaining basic and intermediate level automated system batch processes and jobs; applying and documenting patches in application development and production environments; developing test scripts; performing technical research of intermediate level processes, procedures, and solutions; reviewing, proofing, and modifying documentation, including validating documentation prepared by subordinate technical staff; running reports and developing reports of basic and intermediate complexity, and developing more complex modifications to existing reports; providing customer service support, including answering calls, determining the scope of a customer’s problem, initiating and/or maintaining problem tickets and Incident Reports (IRs) using an on-line incident management system, and intermediate troubleshooting and resolution/escalation; installing and supporting hardware and/or software? and implementing, maintaining, and/or monitoring operating systems and their related subsystems.


IT Analyst Is are also responsible for:

writing technical documents (examples: The Learning Center articles, procedures, how-to documents, etc.); developing and delivering basic and intermediate training curriculum in both video and in-person format; conducting technical research of processes, procedures, and business solutions; and performing change management and configuration management for supported systems.


Desktop and Help Desk Assignments: Additional duties specific to these assignments include:

identifying improvement opportunities such as tools, processes, procedures, installation, configuration and troubleshooting techniques; developing troubleshooting, installation, and configuration documentation; performing more complex software installation, such as those with multiple components and interfacing requirements; installing advanced peripherals (examples: specialized printers, point-of-Information Technology (IT) Analyst I sale devices, etc.) and developing peripheral installation procedures; recording inventory control information into the IT asset management system; developing basic computer images and updating existing images; deploying intermediate end user enterprise IT equipment (examples: telephones, fax machines, portable radios, etc.) which may require pre-configuration prior to deployment; setting up and configuring new computers for deployment; on-site and remote intermediate diagnosis and troubleshooting; simulating or recreating user problems to resolve operating difficulties, including reviewing the history of user incidents to identify if additional training is needed; and monitoring computer system performance via software tools.



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