Help Desk Support Specialist
2 weeks ago
Visium Resources, Inc. is seeking a skilled Help Desk Analyst II to join our team. This is a contract opportunity for a leading transportation authority, and the position is expected to be on-site for a duration of 6+ months.
The pay rate will range from $28 - $29 an hour.
Job SummaryThe Help Desk Analyst II will be a member of our Digital Solutions Tier II team, responsible for Level II support of desktops, applications, and related infrastructure. The successful candidate will respond to telephone calls, email, and personnel requests for technical support, identifying, researching, and resolving or escalating technical problems.
Key Responsibilities- Provide professional, consistent, and responsive support services across our Help Desk processes to deliver high-quality customer service in a Microsoft Computing environment.
- Provide 'Level II' support for desktops (hardware / software), business applications, peripherals, and the network.
- Use troubleshooting experience, available documentation, and best practices to diagnose hardware, software, and production application issues to resolve customer issues on initial contact.
- Log all calls and document actions / issue resolution using Service Now application.
- When required, escalate calls to appropriate resources.
- Configure desktops (hardware / software) for new users.
- Configure, troubleshoot, setup, and upgrade cell phones for users.
- Perform software / hardware upgrades.
- Troubleshoot corporate technology, including desktop computers, laptops, printers, etc.
- New and existing employee setup (creating accounts, configuring desktops).
- Log all hardware new and re-issued in Service Now when issued, in maintenance or retired and disposed.
- Participate in the on-call rotation for after-hours service calls.
- Active Directory experience beyond password resets and adding new user accounts.
- Experience with providing desktop support for Windows-based systems.
- Logical, detail-oriented, and able to communicate well both verbally and in writing.
- 3-5 years minimum experience in a supporting role within an IT team.
- Basic experience with network troubleshooting and administration.
- Understanding of network protocols (TCP/IP, UDP), hardware & software network security, name services, and load balancing.
- Moderate understanding of application & OS security, including virus scan management.
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