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Job Description - HelpDesk Analyst II
HelpDesk Analyst II
Possible 6 Month contractor to hire
Position will be on site Tempe, AZ
Position Scope:
This position supports users across the organization that have technical needs. Focusing primarily on Dell laptops and devices within a Microsoft domain. There might be some support of Apple MacBooks as well. Support includes imaging, deployment of, troubleshooting and testing of systems and peripherals with excellent customer service.
Key Responsibilities:
" Answer, troubleshoot and document support calls and tickets
" Assist staff with the installation/imaging, configuration and ongoing usability of desktop computers, laptops, MacBooks, & peripheral equipment and software
" Identify, isolate and repair/resolve hardware and software problems
" Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
" Utilize ticketing system to document and prioritize work
" Works closely with Manager to purchase hardware and software
" Contribute to technical Support documentation of resolutions, processes, and procedures
" Assesses functional needs to determine specifications for purchases
" Be a contributing member of a Technical Team
Qualifications:
" 2-5 years' experience working in the IT Support field
" Excellent customer service, interpersonal, communication skills
" Extensive knowledge & experience of Windows devices and support of Windows OS
" Minimum 2 -3 years' experience supporting Windows 7/10 desktop/laptop PCs
" Experience troubleshooting and replacing hardware on both desktop and laptop PCs
" Ability to manage user accounts in Active Directory and Exchange
" Knowledge of how to effectively use Active Directory
" Able and willing to learn new as well as existing technologies
" Experience installing software, patches, updates on desktops and laptops
" Experience troubleshooting basic network, software, printing problems
" Successful at working in a team culture
" Excellent written and organizational skills
