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Helpdesk
Support Analyst
Location:
Washington DC
Duties and
Responsibilities:
Job
Description
Provides problem determination and resolution related to client's
technology issues, primarily via telephone support. Records
pertinent information about all incidents and resolutions to ensure
customer satisfaction. Assists with special projects as required to
enhance customer relations. Develops a working knowledge of the
customer’s business needs to better provide technical support in
the business environment. Utilizes problem management system to
ensure customer problems are resolved. Performs problem
determination via telephone support on client standard hardware and
software following the established standards and operating
procedures. Provides a high level of professionalism and customer
service in all dealings with customers. Develops a working knowledge
of the customer’s business needs to better provide technical
support in the business environment. Utilizes problem management
system to ensure customer problems are resolved. Follows elevation
procedures when problems need to be elevated to the next level of
support. Assists with testing of new or updated customized software
systems through environment testing to ensure quality control
requirements are met. Assists with technical evaluations of new
hardware and software as assigned to ensure products being evaluated
meet business and technical requirements. Uses all available
educational resources to keep abreast of new developments in
hardware and software and customer satisfaction techniques. Assists
with customer training as required.
Job Requirements
Bachelor’s degree in Information Systems or related field, or
equivalent combination of education and experience. Minimum of one
year help desk experience with majority of time spent on phone
support. Understanding of Windows NT/2000 networks, Windows 2000/XP
operating systems, Lotus Notes, Microsoft Office and Internet.
Excellent analytical, problem solving, interpersonal, and
communication skills. Demonstrated ability to follow problem through
to resolution. Ability to perform in a team environment.
Contacts:
Daily work assignments
shall be coordinated with and status reported to the Chief, Division
of Technology Services.
Hours:
The basic work hours
shall be as stated in the Contract, however, special assignments may
require periodic adjustments to accommodate the schedules of the
clients. This may include early morning, late evening and some
weekend work.
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If you are passionate about technology and are
looking for a challenging opportunity at Washington, DC metropolitan
area and you would like us to inform you of our opening. Please feel
free and click on the http://www.iselfschooling.com/register.htm
link to register and we will email you about our opening. Please
feel free email us your resume at help@iselfschooling.com
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