Help Desk Analyst/Help Desk Support

ServiceNow, Microsoft Office 365 (Outlook 2016), MS Teams, Windows 7/10
Contract W2, 12 Months
Depends on Experience
Work from home not available Travel not required

Job Description






CompuGain is an Information Technology and Business Consulting firm providing project-based solutions, software solutions and professional staffing services.


We are currently hiring an Help Desk Analyst for one of direct clients based in Mclean, VA


Business need for this role:
One year IT Asset Management / Installation Support Professional Position Overview The IT Asset Management Professional role provides Desktop and Mobile Device Platform hardware and software installation, discovery and compliance solutions within a large-scale distributed computing environment, under minimal direction of a Team or Senior Lead.


The successful candidate will also provide desktop and mobile asset management support for the delivery of Desktop and Mobile Platform hardware and software installations. In addition, the successful candidate shall demonstrate the ability to define, execute and report technical projects per plan. The role will also have a significant focus on supporting Mobile Devices as well as Service Plans and options. The successful candidate should possess working knowledge of Service Ticketing systems for processing service delivery as well as SharePoint, Excel or MS Access for the generation of management reports, monitoring status and assessing progress metrics.


Responsibilities Include:


• Monitors Service and Incident Ticket Queues and routes priority Tickets accordingly • Documents and completes Service and Incident Tickets appropriately • Reviews completed Tickets for completeness and accuracy • Follows Desktop Technology Best Practices and Procedures • Manages Desktop and Mobile hardware inventory, including monitoring and maintaining equipment inventory levels • Evaluates equipment for reuse • Processes below standard equipment for disposal • Performs PC imaging to Support On-Boarding or Migration Sessions • Performs Data Retention Processes • Provides Mobile Device Activation and Support • Provides PC and Mobile Hardware • Supports PC Tech Refresh Processes • Provides input to Desktop Technology Best Practices • Tests new operational hardware, software and operating systems • Executes and provides IT support for Moves • Develops and executes Project Plans • Understands Service Delivery Metrics • Reports on Service Delivery


Basic Requirements


• Bachelor's Degree in business, Information Systems or related discipline • Minimum of 3 years of relevant experience • Demonstrates Excellent Customer Service • Operates as a Self-Starter • Shows ability to work in a Team environment • Demonstrates ability to follow operational procedures • Demonstrates ability to update operational procedures under direction • Plans and executes tasks as scheduled • Possesses strong Verbal and Written Communication skills • Demonstrates Working knowledge of PC Hardware and Software Installation Options and Configuration Settings • Displays Working Knowledge of Incident Management and Service Ticketing Systems • Working knowledge of Asset Management Principles and Controls • Working knowledge with Mobile Device Hardware Setup and Configuration • Working knowledge of Mobile Device Service Activation and support • Working knowledge of the following is required: Windows 7, Windows 10, MS SCCM, MS Office 2016, Office 365 Top 3 Personal Competencies • Be accountable for strong individual and team performance • Treat obstacles as challenges to overcome, not excuses • Deliver prompt and high-quality customer service Preferred Skills • Working knowledge of the following: Active Directory and AppSense • Working knowledge of Workspace One; Apple iOS; and Android • Working knowledge of the following OS and Tools would be a plus: Service Now, Bit Locker, Symantec Endpoint Protection, Apple iOS; Excel; Access; Visio; and Eracent • Bachelor's degree in Business, Information Systems or related discipline • CITAM Certification • ITIL Foundation • A+ Certification • Visio Process Workflows


Thanks & Regards,


Hari Atmakur | Sr. Technical Recruiter | CompuGain Inc


322 North Shore Drive, 2nd Floor - Pittsburgh, Pennsylvania 15212 | 412-399-0015 |



Dice Id : RTL61687
Position Id : 19-01295
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