Help Desk Support Analyst

Washington D.C.
Jun 05, 2018
Aug 01, 2018
Full Time
Position Description:
The Tier 2/3 IT Help Desk Support Analyst functions as a key team member in a customer service driven environment and provides Tier-2 and Tier-3 support for both desktop and laptop users. An important aspect of this role is to mentor entry level Tier-1 help desk personnel. This person will also interact with managers, departmental liaisons, and key hospital staff and collaborate with other Help Desk analysts, infrastructure support personnel, and application support personnel. Consequently, this role requires excellent customer service and good verbal and written communication skills and the ability to work closely with users to resolve their computer related challenges.

Education and Experience:
  • Bachelor's degree, ideally in computer systems design or computer science (or equivalent experience).
  • 5 to 7 years of experience supporting end-users of networked computers (laptops/desktops) and their related desktop applications.
  • Knowledge of and 3 to 5 years experience supporting the Microsoft Office suite including Microsoft Word, Excel, Power Point and Outlook (versions 2010 - 2016)
  • Knowledge of and 3 to 5 years experience working on Windows 7 / 8 / 10 desktop and some server operating systems experience would a plus
  • Knowledge of and 3 to 5 years experience working on Intel based personal computers
  • Proficiency with supporting software applications including computer utility programs, desktop management, anti virus and other desktop maintenance/troubleshooting software
  • PC desktop/laptop hardware configuration and repair experience
  • Strong interpersonal and organizational skills while working within a team environment
  • Strong troubleshooting and problem solving skills
  • Knowledge of help desk processes and help desk management/ticketing software

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