IT Service Desk Analyst IV

Maven Group Solutions•McLean, VA

6h•$68,435 - $107,264

About The Position

An IT Service Desk Analyst IV who thrives on providing users with the help they need to optimize their technology experience.

Requirements

Expert knowledge of computer applications, hardware and software, and telecommunications platforms.
Expert knowledge in MS Office Suite.
Competency in general computer hardware/software and network troubleshooting.
Understand Active Directory.
Expert knowledge of trouble desk techniques.
Demonstrated ability to learn customer support processes and techniques.
Ability to analyze and evaluate procedures and problems and recommend effective solutions.
Ability to implement existing policies and procedures for optimum customer support.
Excellent listening, interpersonal, written, and oral communication skills.
High attention to detail.
Highly self-motivated and directed.
Ability to prioritize and execute tasks under pressure.
Strong customer service orientation.
Experience working in a team-oriented, collaborative environment.
Ability to communicate effectively, orally and in writing.
Ability to establish and maintain effective working relationships.
High degree of professionalism.
Considerable knowledge of supervisory principles and practices.
Bachelor’s degree in computer science AND two (2) or more years of experience in computer or network support, programming or analysis, or database administration OR Associate’s degree in computer science or college-level coursework that includes 15 computer science credits AND four (4) or more years of experience in computer or network support, programming or analysis, or database administration OR Six (6) or more years of experience in computer or network support, programming or analysis, or database administration.

Responsibilities

Provide first-level technical support of technology systems.
Answer, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Provide level-one investigation/diagnosis or request fulfillment.
Facilitate and ensure compliance with change management procedures.
Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems.
Assist users with remote desktop solutions when able.
Log and track calls using a service desk ticketing system; maintain history records and related problem documentation.
Train users on software and hardware one-on-one or recommend outside contractors for training, including developing help sheets, how-to documents, work process flows, and FAQs.
Conduct and/or help facilitate statewide training on software or systems.
May be responsible for verification of annual physical inventory of computer hardware.
Communicate/notifies users of virus threats and other IT emergencies and/or major incidents.
Participate in cross-training activities with other IT teams.
Create a positive customer support experience and build strong relationships.
Responsible for direct supervision of lower-level Service Desk Analysts, including performance management.
Develop presentations and reports related to Service Desk performance, metrics, services, etc.
May interact with vendors regarding problem resolution.
Perform related duties as required.