IT Help Desk Analyst


Colorado Springs, CO
United States

Experience Required
Yes
Degree Required
Yes
Employment Type
Employee
Work Schedule
Full-Time

Job Description

BRIEF DESCRIPTION:

Fulltime on-site position for a IT Help Desk Associate who will be responsible for managing the maintenance activities of a blended OS environment in support of a 24X7X365 global IT environment

Clearance Level: Must be a U.S. Citizen; Local candidates only within commutable distance

Office Site: 4days/week and 1day/week on-call

Certifications (Desired)

AppleCare service certifications

Microsoft Certified Technology Specialist or equivalent (desired)

Roles & Responsibilities:

Basic desktop support skills to include repair / replace hardware components, configure appropriate software settings, PC imaging, and installation / configuration of hardware troubleshooting and monitoring of applications support on global production Enterprise platform:

  • Provide detailed documentation to helpdesk support
  • Basic troubleshooting and repair of desktop/laptop computers and peripherals
  • Basic troubleshooting and diagnosis of software issues
  • Assist with virus remediation and any other security-related updates or patches
  • Install and document approved software and peripherals
  • Assist with computer setups on desktop and laptop computers
  • Antivirus monitoring
  • Other duties as assigned

Education and Work Experience:

Associate’s Degree required and at least 1-2 years of relevant work experience. Prefer recent experience in a blended OS environment.

The following skills are very helpful:

  • Timely recognition, isolation, resolution and follow-up of submitted helpdesk tickets
  • Ability to deal effectively with stressful situations
  • Develop user training and instructional materials as needed
  • Monitoring of Unix and Microsoft Windows 2003/2008r2 servers support of large enterprise environments
  • Trouble ticketing experience in Remedy for Tier 1 to Tier 2 escalation