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    Infinity Consulting Solutions
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HelpDesk Analyst II

Arizona, Tempe, 85280 Tempe USA

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


" 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

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