Help Desk/Desk Side Support Analyst, Senior

//Help Desk/Desk Side Support Analyst, Senior
Job: Help Desk/Desk Side Support Analyst, Senior 2015-07-21T17:02:16-05:00
Title Help Desk/Desk Side Support Analyst, Senior
Salary DOE
Location Nationwide (Multiple openings)
Job Information

Required Clearance: Secret and Top Secret roles available

As the Senior Desktop Support Technician you will assist the staff with technical support of desktop computers, applications, and related technology. The position utilizes one-on-one consultancy to end users and network staff. In assuming this position, you will be a critical contributor to meeting CRG’s mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Highlights of Responsibilities:
* Provide Tier I/II/III Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
* Interact with application software and operating systems to diagnose and resolve unique, non-recurring problems.
* Assist in the maintenance and testing of network servers and associated equipment.
* Re-image machines, install systems, and create user accounts.
* Ability to add and remove workstations from a domain environment
* Monitor Remedy queue for new call tickets, administer Windows accounts.
* Troubleshoot network connectivity issues on workstations and laptops.
* Perform services to include file servers, LAN/WAN, active directory, and exchange accounts.
* Conduct Root Cause Analysis for incidents/problems.
* Assist staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
* Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.
* Work with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.
* Interact with numerous computer platforms in a multi-layered client server environment.
* Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
* Train staff on use of hardware and software.
* Recommend and/or perform upgrades on systems to ensure longevity.
* Assist in maintaining LAN/WAN records and, as appropriate, telephone systems cable.
* Keep systems up to date with the latest upgrades, security patches, and required system scans.
* Perform a variety of clerical and administrative duties pertinent to Help Desk.
* Provide phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity.
* Provide personal computer support, problem analysis, and hardware/software installation and configuration.
* Interact daily with customers to ensure productivity and provide individual feedback.
* Schedule and coordinate all training activities.
* Maintain and post daily event calendar.
* Prepare and advertise future Help Desk event calendar.
* Contact hardware and software vendor representatives to solicit and arrange product demonstrations.
* Maintain collection of technical publications pertaining to state-of-the-art hardware and software products and other materials.
* Monitor team productivity and quality; provides individual feedback.
* Provide Help Desk assistance, including answering phones and for web content and monitoring the Help Desk mailbox.
* Prepare and deliver employee and customer coding and data entry training.
* Maintain and verify daily statistics; generates daily statistical reports.
* Maintain an audit trail and statistical records of all problems and conditions reported by the client.

What You Need for this Position

* Active Secret or Top Secret security clearance.
* B.S. degree in an associated discipline or the equivalent in related experience.
* 8 years of applicable experience.
* CompTIA Security+ certification (DoDI 8570 IAT level II).
* Desktop certification; Microsoft MTA/MCSA/MCSE/CompTIA A+.

Apply Now