Service Desk Analyst II
6 Month Contract to Hire
ONSITE 5 Days a week
Skills are focusing around trouble shooting laptop/desktops (hardware/software), windows trouble shooting experience (O365), support of IT products experience, etc
2-4 Years Experience
Networking Skills are a (+)
- AA degree in Information Systems, Business, or Communications; or equivalent. Microsoft, CompTIA, and Apple certifications desired (MCDST, A+, ACSP).
- Minimum of 2 years of professional hands-on experience doing Windows and/or MAC configuration, deployment and administration.
- Experience troubleshooting and independently resolving essential PC hardware and software problems.
- Must have the ability to multi-task activities such as documenting/updating/ troubleshooting notes and conversing on the phone.
- General understanding of Domains and interconnectivity technologies such as TCI/IP and DHCP.
- Ability to write business correspondence and knowledgebase articles. Ability to effectively communicate information and respond to questions from groups of managers and users.
- Excellent time management, communication, decision making and organizational skills.
- Advanced knowledge of all MS Office applications to include Outlook, Word, Excel, Access and PowerPoint.
- Able to identify and resolve problems in a timely manner; gathering and analyzing information skillfully; developing alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Strong customer service skills, with the ability to manage difficult or emotional customer situations; responding promptly to customer needs; soliciting customer feedback to improve service; and meeting commitments.
- Strong interpersonal skills, focusing on solving conflict, not blaming; maintaining confidentiality; listening to others without interrupting; keeping emotions under control; and remaining open to others' ideas.
- Demonstrated ability to approach others in a professional and tactful manner; able to reacts well under pressure.
EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:
Associate degree in Information Technology or equivalent work experience.
Knowledge of TCP /IP, DNS, WINS, and DHCP ; MS Active Directory
Knowledge of network cabling standard and network room build outs.
Good understanding of computer systems, mobile devices and other tech products.
Exceptional judgment and strategic planning / thinking skills / interpersonal skills.
Ability to escalate and involve other resources as required to deliver/ support SLA s, business requirements.