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Information Services Analyst

467
Purpose

To provide primary end-user support and Help Desk support for the desktop computing environment. Provides “Level 3” technical support for desktop computers, notebooks, peripheral devices and associated software, as well as cellular and desktop telephones. Tracks and resolves all problems in accordance with established service level agreements.

Job Duties & Responsibilities
  • Provides Level 3 / Tier III intermediate to advanced support, for our end-users on a variety of IT-related issues.
  • Responds to Help Desk tickets, telephone calls and e-mail requests for technical assistance.  Answers phones/ user emails as needed by volume.
  • Serves as the advanced technical resource and the central point of contact for technical issues and supports systems to include computer and printer hardware, network devices, operating systems and enterprise applications.
  • Utilizes call tracking management system to track and escalate technical or functional issues according to procedures.
  • Utilizes the Software Management Application (DSM) to create software packages, troubleshoots compliance issues for our end users computers.
  • Identifies, documents, researches, tracks and resolves technical problems in accordance with established service level agreements.
  • Installs desktop computers, notebooks, workstations and peripheral equipment, as well as the required standard software.
  • Provides training to end-users on the use of hardware/software as required.
  • Resolves advanced issues through NetSupport.
  • Creates intermediate to advanced computer scripts.
  • Troubleshoots intermediate to advanced audio video issues.
  • Provides after-hour support (on-call) for a minimum of 7 hours per month.
  • Assumes additional related responsibilities as needed.
Specifications
  • Associates degree in related discipline or equivalent combination of education and experience.
  • One of the following certifications preferred: Network +, A+ Certification or MSC.
  • Intermediate to advance knowledge of networking principles, Microsoft Office applications, web-based applications and active directory.
  • Excellent verbal and written communication skills Must demonstrate exceptional customer service skills, be professional, have a positive attitude and be reliable.
  • Excellent technical and analytical troubleshooting skills.  Must be able to accurately document and manage technical issues to resolution.
  • Ability to troubleshoot Windows PC operating systems and PC/laptop hardware.
  • Basic to Intermediate knowledge with DSM or other Software Management Application.
  • Must have proven ability to follow through.
  • Must have strong written and oral communications.
  • Required to lift IT equipment weighing up to 45 lbs.


Nearest Major Market: Virginia Beach