Info Sys Staff (IT Analyst or Desktop support)

Title:

Info Sys Staff (IT Analyst)

Location: Reston, VA

Job type: Contract

Client: (Direct Client ) Job Duties:- Provides first-level troubleshooting of hardware, software and operating system problems,- Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets.- Responds to telephone calls, email, and problem tickets for personnel requests for technical support.- Tracks and monitors the problem to ensure a timely resolution where required.- Resolves PC software configuration problems and remotely installs software products and/or approved patches.- Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs.- Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff.- Diagnoses, isolates, and analyzes problems utilizing historical database records.- Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.- Escalates unresolved issues to the successive level of support.

Basic Qualifications (Level 1):Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or five years of relevant experience in lieu of a degree.

Basic Qualifications (Level 2):Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree- 1 or more years of experience in troubleshooting applications or network related issues- 1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now- 1 or more years of experience providing customer service Additional Qualifications:- Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.- Hands-on experience with Microsoft Windows operating systems- Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware- Excellent and demonstrated communication and customer support skills- Understanding of client-server and networking principles- Ability to obtain MCDST or equivalent within 12 months- Knowledge of ITIL/ITSM concepts

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Regards,

Mark | Sr IT RecruiterSynkriom Inc |30 Knightsbridge Road, Suite 525, Piscataway, New Jersey, 08854

Office:&nbsp

Fax:

732–384-3301 |

Email:

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