Dell
Tier 2 - Desktop Support Analyst
Washington D.C. Metro Area, US - Computer Hardware, Computer Software, Information Technology and Services
Job Description
Provide overall desktop and Tier 2 type support to a large end-user base via face-to-face and telephone contact on both PC and Macintosh systems, as well as other specialized hardware and software. Install, troubleshoot, and perform minor repairs on desktop computing equipment. The Desktop Support team also helps resolve routine problems with network or applications software. Desktop Support is responsible for all aspects of systems configuration, performance, and operation.
Required Skills
Minimum of 3 years experience providing Help Desk/Desk Top (Tier 1 and Tier 2) support in a variety of environments and platforms for government agencies.
Demonstrated Customer Service Skills and ability to work in a Team environment.
Possess excellent troubleshooting and documentation skills.
Strong general IT knowledge and troubleshooting skills within Windows and/or Mac OS, specifically Microsoft office 2010
Strong knowledge of customer support ticketing system tools (Remedy, Heat, or similar).
Hands-on experience with the installation, configuration, and use of a wide range of COTS (Commercial Off-The Shelf) desktop software and hardware in a networked environment
Proven experience in high-demand/high-volume situations
Strong time management skills and ability to meet SLAs
Desired Skills
A+, HDI, ITIL Foundations, Network and/or MCDST certifications a plus.
Education
Experience
Typically requires at least 5 years relevant experience without a Degree; 2+ years relevant experience with Undergraduate Degree; 1+ years relevant experience with Graduate Degree
Requirements
Hazards
No salary provided
Posted August 05, 2014 at 04:21AM from LinkedIn http://ift.tt/1lvfZi1
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