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  • ID
    #17409596
  • Job type
    Contract
  • Salary
    $30 - $35
  • Source
    Technology Services LLC
  • Date
    2021-06-29
  • Deadline
    2021-08-28

Help Desk - Level 2 Analyst

Texas, Dallas / fort worth, 75201 Dallas / fort worth USA
 
Contract

Vacancy expired!

Help Desk - Level 2 Analyst

Location: Dallas Texas

Engagement: Contract to Hire/Contract

Position Summary: In this role, you will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the IT Service Desk. Under close supervision, this position will be responsible for administration and internal support of the Company’s PCs, printers, servers, related equipment and applications. Tasks include user support, performing PC maintenance, upgrades and configurations. This position requires heavy problem-solving and decision making governed by procedure, guided by policy and focused on daily operations. Performs more complex aspects of function; receives guidance/supervision on new assignments but normally works independently on mastered tasks.

Essential Duties and Responsibilities:
  • Provide IT Service Desk support and resolve problems to the end user’s satisfaction.
  • Provide Level I and Level II support and resolve of Level I escalations.
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk.
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
  • Modify configurations, utilities, software default settings, etc. for the local workstation.
  • Utilize and maintain the IT Service Desk ticketing system.
  • Document internal procedures.
  • Assist with Onboarding and Offboarding users.
  • Assist with physical user moves.
  • Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
  • Install, test and configure new workstations, peripheral equipment and software.
  • Maintain inventory of all equipment, software and software licenses.
  • Report issues to the Service Desk/Service Desk Manager for escalation.
  • Manage PC setup and deployment for new employees using standard hardware, images and software.
  • Assign users and computers to proper groups in Active Directory.
  • Perform timely workstation hardware and software upgrades as required.
  • Minimal after hours work will be required
  • Regular meetings with Service Desk Team and Manager

Education/Experience:Minimum:

Associates Degree in Information Technology. Preferred: Bachelor’s Degree in Information Systems, Information Technology or related field and 2+ years of relevant technical experience. Previous experience supporting both physical and VDI environments, device encryption, and with supporting handheld devices is required. Good to have but not required: familiar with Financial Services / Mortgage Servicing Applications.

Technology Skills:Working knowledge of Windows 10, basic Windows Server 2012/2016 and higher; Microsoft Office 2016/O365, Microsoft SCCM image deployment, Citrix XenApp, VMWare VDI Environment, Endpoint Protection, Active Directory, Cisco VPN, Cisco Call Manager. Laptop/desktop hardware that includes RAM, hard drives, motherboard, power supplies, etc.

Certificates and Licenses:MCDST, MCP, A+, Network+ certifications preferred

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