Job ID Number
R2664
Employment Type
Full time
Worksite Flexibility
Hybrid
Job Summary
We are looking for a motivated Senior Help Desk Analyst ready to take us to the next level! If you have multifunction device and service desk experience, and are looking for your next career move, apply now.
Job Description
We are looking for a Senior Service Desk Analyst to be responsible for receiving requests from associates and vendors and providing the technical support and customer service needed to solve requests. Candidates must be open to flexible working hours that span 24/7/365 to include rotating on-call support for evenings and weekends, and holiday coverage. This position will be full-time contract and hybrid.

What You'll Do

• Face-to-face desktop support to internal customers (which will include local travel)
• Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-ins
• Respond to ongoing service requests and management inquiries by vendor issued cellular device/smartphone
• Troubleshoot and triage service requests face to face and/or via remote access
• Resolve service tickets or escalate to other support entities as needed and within SLA
• Perform incident management to ensure trouble tickets are addressed in a timely fashion
• Support PC Refresh Program: replacing old computers with new computers provided by; data and settings migration from old computers to new computers; and scheduling appointments, performing QA surveys and other administrative duties as needed.
• Support computer and peripheral moves for customers moving offices or cubicle locations
• Open a service ticket for every customer interaction disregarding mode of communication (email, phone, fax, or walk-in)
• Document calls in the Ticket Management System to ensure proper tracking and resolution. The Support Technician/Tier2 provides desk side support when problems cannot be resolved remotely
• The Support Technician/Tier 2 also provides standard Enterprise application and/or customized application support
• Perform Tier 2 support for one or multiple systems and releases of varying levels of complexity (ranging from medium to urgent)
• Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate
• Work independently within established policies and procedures
• Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups
• Communicate technical problems in a non-technical manner, to customers with varying levels of technical expertise
• Act as escalation point for the Tier 1 support
• Troubleshoot desktop, laptop, printers when needed
• May be responsible as "primary" support analyst for custom Applications
• May be responsible as "primary" support analyst for standard Enterprise Applications
• Provide IT equipment support during special services like Inauguration and Operations Command Center support
• Provide IT equipment removal and disposal services
• Contribute two technical articles per week to knowledge base

What You'll Need
Required:

• Minimum two (2) certifications: CompTIA A ; MCSE (Microsoft Certified Systems Engineer); MCDST (Microsoft Certified Desktop Support Technician)
• Dell Certified Technician
• Experience with ITIL (Information Technology Infrastructure Library)
• Minimum 3 to 5 years of experience in a high profile and fast-paced Help Desk/Desktop Support environment required.
• Demonstrate expertise in Microsoft operating systems.
• Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Office Project, and Office Visio
• Experience with Microsoft Exchange
• Experience within a Desktop Helpdesk.
• Good communication, problem solving and technical writing skills.
• An in-depth knowledge of relevant operating systems, applications, printers, and other hardware required.
• Flexible working hours that span 24/7/365 to include rotating on-call support for evenings and weekends, and holiday coverage
• Respond to ongoing service requests and management inquiries by vendor issued cellular device/smartphone
• 5 years of experience with face-to-face desktop support to internal customers (which will include local travel)
• 3 years of experience with computer refresh projects: replacing PCs without causing a disruption in service to end user including file transfer and configuration
• 3 years of experience with supporting computer and peripheral moves for customers moving offices or cubicle locations
• 5 years of experience managing all customer interactions by documenting all encounters in service tickets no matter how the original encounter was communicated
• 5 years of experience with Microsoft operating systems
• 5 years of experience with Microsoft Suites and Applications to include Office Professional, Office Project and Office Visio and other O365 applications
• 3 years of experience with installation, support, and troubleshooting custom applications developed by vendor or internal teams.
• 3 years of experience with ITIL (Information Technology Infrastructure Library) concepts

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

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Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or .
Equal Employment Opportunity Policy Statement
It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.