Tier II Help Desk Analyst

Alexandria, VA
Jan 25, 2022
Jan 27, 2022
Full Time
KeenLogic is seeking a Tier II Help Desk Analyst to join our team in Alexandria, VA. The successful candidate will be responsible for deskside support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business application. The candidate will be responsible for assisting customers when they call into or walk into the customer service center, remotely, or at the customer's location. The candidate shall be prepared to perform resolution of workstation issues (diagnosis/remediation, application install/configuration/removal, performance analysis/tuning). Where required the Tier II candidate will escalate to the eBusiness team for more detailed level of support. The Tier II will consult with appropriate manufacturers where required in coordination with the business.Qualifications - Bachelors and 1 years' experience or High School Diploma and 7 years' experience.Required SkillsHardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install/Configuration/Removal, Performance Tuning)Incident/Request (Analysis, Documentation)Workstation Imaging/ReimagingMobile Device Management (Provision, Reset, Remote Wiping)Printer Support (Setup, Toner/Parts Replacement, Queue Setup, Diagnosis/Remediation)Root Cause AnalysisActive Directory ManagementMiscellaneous Support (Email, Meeting Room, Video Teleconferencing, Moves, Large Data Moves)Effective written and oral communication skillsDesired SkillsITIL Service ManagementPolicy AnalysisWorkstation Patching/TestingDesktop EngineeringCRM/Ticketing/ACD SystemsRelease ManagementKnowledge ManagementPowered by JazzHR5P9WsXkRhT