Service Desk Analyst

Employer
IDR
Location
Sterling, VA
Posted
Sep 15, 2017
Closes
Sep 18, 2017
Industry
Other
Hours
Full Time
Seeking a Service Desk Analyst with excellent communication skills, professional attitude and appearance, and excellent customer service skills. This individual will be providing technical support across all hardware, software, desktop, in addition to mobile devices! The Service Desk Analyst will be taking inbound calls and resolving IT issues such as password resets, printer connectivity issues, smartphone support, etc. This person will primarily provide phone and remote support but occasionally will help end users face to face. Must be professional and presentable as this is a corporate environment. Responsibilities of the Service Desk Analyst: Troubleshoot hardware/software (PCs, Printers, Microsoft, Excel, etc.) issues via phone and email Support/troubleshoot file share Basic troubleshooting of networking equipment Respond to requests from end users and escalate issues requiring urgent attention Explain technical topics and instructions to non-technical users Utilize ticketing system to log and escalate issues Track and log all necessary information Stay up to date with system information and changes 16Service Desk Analyst Qualifications: 3+ years of technical support experience Experience troubleshooting both hardware and software issues General knowledge of networking, telecom, and A/V Experience supporting mobile devices Background assisting customers via phone, email, face-to-face and remote access High proficiency with Microsoft Windows Desktop environment, Microsoft Office, and Apple OS Experience assisting end users using remote tools Ability to troubleshoot phone and smart phone issues