Help Desk Analyst

Job Duties :

Answers the help desk line and responds to users' requests regarding computer systems.

Acknowledges receipt of all user requests within defined service levels. Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information. Maintains user information and documentation.

Participates in ensuring that client requests via the ticketing system are managed to closure.

Delivers results in support of achieving the organization's service level agreements.

Interacts with network services, software systems engineering and / or applications development to restore service and / or identify and correct core problems.

Prioritizes work based on time and complexity requirements.

Exercises sensitivity to due process and proper pacing.

Routes clients when appropriate to proper support queues.

May identify opportunities for process improvements that contribute to the achievement of business metric goals.

Solves problems consistently and completely with minimum supervision.

Engages the required resources to ensure the client expectation is exceeded in a timely manner.

Basic Qualifications :

Minimum 2 years of experience diagnosing and troubleshooting problems encountered with personal computer hardware, software and peripherals, and advising and assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology.

BA / BS or MA / MS degree and / or industry certifications in the role / systems assigned. (i.e., Security +)

Education Equivalency :

High School Degree / GED and 4 additional years of experience equal Bachelors Degree.

High School Degree / GED and 6 additional years of experience equal Masters Degree.

Bachelors Degree and 2 additional years of experience equal Masters Degree.

Must have a valid Security+ Certification.

Must have an active public trust clearance and the ability to obtain Secret security clearance.

t_