Helpdesk Analyst

Contract
Vancouver, Washington

Helpdesk/Desktop Support experience or equivalent combination of education, enterprise support, imaging, desktop support experience. 

  • Provide support for technical issues involving core business applications and Microsoft related technologies: Office 2010 to 2013, Office 365, Windows Server, Active Directory account and permissions management
  • Respond to user requests by phone, email or in person
  • Ticket creation and management
  • Find and implement solutions for users within the companies support framework
  • Monitor and support disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Configure and deploy end user equipment – desktops, laptops, tablets, phones
  • Assist with server deployment and maintenance
  • Creation and maintenance of system documentation e.g. user guides and training materials
  • Communication with users: informing them of incident progress, notifying them of impending changes or agreed outages
  • Ability to work in a team and communicate effectively across all areas of the business
  • Escalate service or project issues that cannot be completed within agreed service levels
  • Document internal processes and procedures related to duties and responsibilities
  • Ability to participate in an on-call rotation
  • Ability to work occasional nights and weekends to perform scheduled maintenance

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Interpersonal skills: such as telephone skills, communication skills, active listening and customer-care
  • Methodical troubleshooting / diagnosis skills
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • Ability to lift up to 50 lbs, sit for periods of up 4 hours, comfortable working at heights

EDUCATION:

2-year degree/certification in related discipline or equivalent combination of education and experience.

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