Senior Help Desk Analyst Allconnect
The Senior Help Desk Analyst will assist in supporting a geographically dispersed user base in a multi-operating system environment (mainly Windows) with Dell PCs/laptops, Avaya phones and Dell printers.
Provides expert and creative solutions to user problems of complex nature to ensure user satisfaction and productivity
Coordinates user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity
Researches, resolves, and responds to highly complex questions in accordance with current standards.
Acts as the highest level of escalation for user problems within the help desk.
Develops and directs projects to improve help desk support capability
Acts as a consultant and resource to the Help Desk Manager
Demonstrates an awareness of impact on relevant support issues on a companywide basis
Experience providing application assistance to customers via phone and e-mail.
Experience working in demanding deliverable driven team environment
Demonstrated capability to work with little management oversight, must have strong personal initiative
Understanding of using technologies to support
geographically-separated headquarters operations and to provide support to users using this technology
Report system and network issues to SME for analysis and trending of bandwidth and network system/security incidents.
Dell PC and laptop hardware
Install software and configure computerized equipment for use
Understand Outlook, Microsoft Office
Familiar in supporting mobile devices using MDM.
Proficient in Active Directory
Ability to work in a metric based environment
Familiar with LANDesk or equivalent
Familiar with ITIL Foundation
Polished documentation skills
Understands importance of time lines and critical issues
Professional verbal skills
Must possess the ability to make decisions based on business needs
5 years of helpdesk experience (Tiered support)
8 year of IT experience
2 years of server side experience on a Microsoft platform
4 years of physical hardware replacements and troubleshooting
Bachelor?s Degree strongly desired
Certifications strongly desired (CompTIA A+)
Atlanta, Georgia, United States
||Atlanta, GA |