Job Listing Description

Service Desk Analyst

Description:
Chipton-Ross is seeking a Service Desk Analyst for an opening in Berwyn, PA.

RESPONSIBILITIES:
The Service Desk Analyst will provide first and second line technical support to Client employees. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
" Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries by receiving, logging and managing calls via telephone and email
" Perform 1st and 2nd line support - troubleshooting of IT related problems from in-house software Laptops, PCs, Printers, Local Servers, Phones and VPN
" Perform Desktop imaging/reimaging of Laptops/PCs through SCCM/PXE Boot
" Setup and configure Desk and Mobile phones. Perform procurement of new phones.
" Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. Manage access to data shares. Patching of Windows 7 servers.
" Monitor local backup status
" Perform Hardware recycling of old or returned equipment and hard drive data wiping and destruction per Data Destruction policy
" Manage application access to Corporate financial systems
" Provide support for Executive meetings, video/audio conferencing and presentations
" Provide basic in-house training in MS Office 365 applications used within the Association (Word, Excel, Outlook, PowerPoint)
" Draft and publish knowledgebase articles to assist staff and customers with requests for information & provide training if required
" Log all calls and support requests in the Service Desk Call Logging system
" Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
" Maintain a high degree of customer service for all support queries and adhere to all service management principles
" Escalate unresolved issues to the appropriate support team
" Advise management of critical customer support issues or dissatisfaction
" Travel to nearby or regional Client sites on need basis to provide support

REQUIRED EXPERIENCE:
" ITIL V3 certification is desirable
" Excellent communication skills and telephone manner
" Excellent organizational skills
" 2 years previous IT Service Desk and/or Desktop Support experience required
" Incident Management experience - Managing incidents including business expectations and communication
" Basic User & Security Group Active Directory administration experience
" Strong knowledge of Microsoft based operating systems and Office applications.
" Basic knowledge and experience troubleshooting network connectivity
" A self-motivated achiever who gains satisfaction from providing excellent customer service

EDUCATION:
Accredited High School Diploma/GED

WORK HOURS:
Full-Time

 
Job Number: 181938
Job Location: Berwyn, PA
Rate: $25 to $27.00 DOE
Duration: 6 Months
Input Date: 09/27/2019
Last Updated: 10/21/2019
Firm Name: CHIPTON ROSS
Attention: Zachary Fasano
Address: 343 MAIN ST
City, State: EL SEGUNDO, CA 90245
Phone: 310/414-7800 X286
800 Phone: 800/927-9318
Fax Phone: 310/414-7808
Email: zfasano@chiptonross.com
Website: www.chiptonross.com

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