Help Desk Support Analyst

Myticas Consulting is seeking a help desk support person to serve as a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.

The main role of this individual is to work with installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.

Essential Duties and Responsibilities:

Application / Operational Administration

• Maintain, upgrade, and manage all desktop applications including but not limited to Microsoft O/S, Outlook, Microsoft Office, Adobe Design products, and MAC
• Build images and execute deployments using Windows Deployment Services
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and other equipment as assigned.
• Collaborate with LAN technicians, network administrators and system administrators to ensure efficient operation of the company's desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, helpdesk tickets, and/or e-mails regarding desktop problems
• Answer to and perform moves, additions, and changes requests as they are submitted by line managers.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• A member of the 24hr on-call list in the event of system downtime or process interruption of the above related resources

General Administration

• Prioritize issues and document resolution using the helpdesk tracking software
• Ensure proper documentation that stays consistent with programs and patches
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Assist in other areas of Information Systems as needed.

Knowledge/Experience/Skills

• Minimum 2 yr. degree in Systems related field or 2 years experience supporting and troubleshooting help desk issues.

• COMPTA A , Microsoft Certified Professional (MCP), or Vendor End User certifications are a plus.

General Skills:

Proficient in all Microsoft desktop products, Adobe products, Antivirus, VPN Cisco AnyConnect Client, IBM Client Access, Windows Deployment Services, MACs, Helpdesk tracking software, and wireless technology.

INDCHI