Tier 1 Help Desk Analyst

TEKsystems•Anchorage, AK

2d•$25 - $30•Onsite

About The Position

The Tier 1 Help Desk Analyst will be responsible for answering first tier service desk calls for their managed service department. The candidate will work over the phone and via remote desktop control to resolve user issues. This position is not limited to end-user issues but may include remote server work as well, to include patches, defragmentation, event log error troubleshooting, licensing, email, user and group management and other issues as discovered. The candidate will provide technical expertise and training to end-users and system support staff.

Requirements

Associates degree or equivalent work experience plus two (2) years of professional Windows OS experience.
Previous Help/Service Desk experience.
Strong hands-on experience MS Project, Word, PowerPoint, SharePoint, Excel, Project and Visio.
Windows Server 2008, 2012, Exchange 2010, and Active Directory administration.

Responsibilities

Log all incidents and service requests and track the same through to resolution.
Conduct initial diagnosis using documented processes and available tools.
Ensure customer incidents and service requests are handled in a timely manner by documenting the impact to the customer and by assigning an appropriate priority and target resolution time.
Open, close, or escalate tickets within service level agreements time frames.
Ensure incident resolution by maintaining an action plan for incident resolution; by initiating and tracking incident escalations to technical resources, vendors, and so on; and by keeping the customer updated on the status of incident resolution.
Help resolve end-user and technical problems quickly and effectively.
Record incident symptoms and status information in a timely fashion in an effort to communicate with and properly use senior IT staff.
Work effectively with vendors of hardware and application software during problem resolution.
Troubleshoot servers, common server applications, firewalls, routers, network infrastructure.
Configure, test and deploy Operating system/software (upgrades, hot fixes, and other updates).
Windows Server 2008, 2012, Exchange 2010, and Active Directory administration.
Ensure management awareness of major incidents or incidents that are exceeding the documented target.