Help Desk Analyst

• These will be onsite positions for a long term duration of at least one year with very likely yearly extensions. Interviews are conducted in person, and will be tested on basic technical knowledge.

Summary:

The Help Desk Analysts will:

• Answer telephone calls, e-mail inquiries, and visit customers experiencing technical problems
• Install, configure, deploy, maintain, and ensure the effective operation, within standards, of all end-user hardware, software, and mobile devices. Some of these devices are:

Hardware: desktop PCs, tablets, peripherals equipment, printers, air cards, clocks, etc.

Software: Windows OS, Microsoft Office, applications, VPN, Netmotion

Job Description:

• Monitor, respond to trouble calls, and provide end-user training in use of equipment and software
• Analyze, troubleshoot, prioritize, communicate, and resolve incidents expeditiously both remotely and/or on-site
• Utilize excellent customer service skills and exceed customer's expectations
• Exhibit proficiency in Windows based applications such as IE, Chrome, Java, Adobe, etc.
• Apply excellent written and verbal communication skills to convey technical and non-technical terms
• Ability to document technical procedures/solutions to update Support Center documentation
• Interact and coordinate resolution of problems with internal/external IT groups and/or vendors
• Knowledge of MS Exchange, Active Directory, and Network protocols
• *Shift work; may be required to work a flexible schedule, including nights, weekends, and holidays
• Responsible for traveling to remote sites. After hours (on-call) weekly rotation
• Valid driver license and ability to lift up to 50 lbs.

Minimum Qualifications:

• Associate's degree from an accredited institution in Information Technology or closely related field
• This may be substituted for two-years of recent direct job experience in a medium to large scale enterprise IT support environment
• One-year of fieldwork IT technical experience in an enterprise support center environment
• Valid driver license and reliable transportation
• Must have a clear and easily understood speaking voice
• A+ Certified or working towards A+ Certification a big plus

Additional Technical Preference:

• Active Directory and Exchange
• Network troubleshooting (Ping, NSLookup, Tracert)
• File permissions
• Knowledge of Database Client configuration (ODBC)
• Anti-virus support
• Basic knowledge of IT security (Firewalls, Certificates)
• Apple Mac support a plus
• Print servers, Network Printer management

Job Types: Full-time, Contract

Pay: $20.00 - $21.00 per hour

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

License/Certification:

• Driver's License (Required)
• CompTIA A+ (Preferred)

Ability to Commute:

• Orlando, FL 32839 (Required)

Ability to Relocate:

• Orlando, FL 32839: Relocate before starting work (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person