Help Desk Analyst

2 weeks ago

Salem, United States Capleo Global LLC Full time

Job Title : Help Desk Analyst

Location : Salem, OR 97301 (100% Onsite from Day 1)

Duration: 3 Months Contract (with a possible extension)


Job Description:

Assists end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities.

Customer Assistance – Communications (20%) – Level 2, Software (15%) – Level 2, and Hardware (15%) – Level 2:

Provides technical support by telephone, remote technology, and on-site to computer users statewide. Requests are generally logged into the computerized tracking system before escalation.

Records solutions in the solutions database or other forms of documentation. Communicates to the affected parties the status of requests.

Configures client software, i.e. ODBC drivers, Outlook and Exchange email access, protocols, adapters, and TN3270 host emulation.

Manage active directory/domain user accounts, email accounts, and security permissions.

Operations – Software (15%) – Level 2 and Hardware (15%) – Level 2:

Hardware/software vendors are contacted not only in the arena for new products but also as a prime source of information on better utilization of current hardware and software.

The information gained from vendor contacts is investigated, evaluated, and tested upon request.

Communicate information to managers and staff regarding Customer IT policies, standards, and long-range goals.

Image new computers and reimage computers as needed according to unit standards and specifications.

Resolves intrusion, hacking, or virus incidents on user devices.

This includes performing operating system and application patch management.

Tracks operational and system changes in preparation for recovery needs.

Plan division data system needs for PC and network development.

Conducts research and analysis on desktop hardware and software products to justify recommendations and support purchasing efforts.

Applies desktop and laptop images to new systems and as needed, refreshes a system.

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