Help Desk Analyst Jobs

KeenLogic is seeking a Tier II Help Desk Analyst to join our team in Alexandria, VA. The successful candidate will be responsible for deskside support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business application. The candidate will be responsible for assisting customers when they call into or walk into the customer service center, remotely, or at the customer’s location. The candidate shall be prepared to perform resolution of workstation issues (diagnosis/remediation, application install/configuration/removal, performance analysis/tuning). Where required the Tier II candidate will escalate to the eBusiness team for more detailed level of support. The Tier II will consult with appropriate manufacturers where required in coordination with the business.

Qualifications – Bachelors and 1 years’ experience or High School Diploma and 7 years’ experience.

Required Skills

• Active Directory Management
• Effective written and oral communication skills
• Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install/Configuration/Removal, Performance Tuning)
• Incident/Request (Analysis, Documentation)
• Workstation Imaging/Reimaging
• Mobile Device Management (Provision, Reset, Remote Wiping)
• Root Cause Analysis
• Miscellaneous Support (Email, Meeting Room, Video Teleconferencing, Moves, Large Data Moves)
• Printer Support (Setup, Toner/Parts Replacement, Queue Setup, Diagnosis/Remediation)

Desired Skills

• Policy Analysis
• Desktop Engineering
• Workstation Patching/Testing
• ITIL Service Management
• Knowledge Management
• Release Management
• CRM/Ticketing/ACD Systems