[Outsource:58775] Help Desk Analyst - McLean, VA

snehru@blueally.com

 

Hi,

 

Hope you are doing great………

 

Our client located in McLean, VA is looking for a Help Desk Analyst. This is a long term Contract and the hourly rate is 25/hr – C2C.  

Project:
Next Generation Computing WinXP to Win7 Carry Over
- Help desk analysts positions to handle Win 7 call volume support

Statement:                

Help desk analyst performing level 1 support.  This includes coordinatiion, diagnoses and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.  Full use and application of standard principles, theories, concepts, and techniques. Provides resolutions to an assortment of problems. Works under normal supervision. Follows established directions. Work is reviewed for accuracy of technical analysis and overall adequacy.
skill:                 Mid-level (3-7 yrs)
Skills:
-  Ability to provide level 1 support for internal employees and consultants including coordinating, diagnosing and troubleshooting incoming calls
- Experience with trouble ticket tools such as Remedy
- Excellent customer service skills
- Ability to work in the Windows 7, Windows XP environment and tools including MS Office Suite (MS Excel, MS Word, ...), DMS (Document Management System), Citrix, MS BitLocker, MS App-V, AppSense
- Experience with various tools for VPN support, password change (encryption software, voicemail, Unix/Windows/Linux/Mainframe, voicemail, etc.), Carbon Copy (to remotely manage another PC), remote desktop, Eracent
- Understanding of call technologies (Ayaya Symposium, Call Center Manager)

Comments:
- ITIL Service Desk, Service Operations knowledge and experience preferred
- Knowledge of Desktop/Laptop tools
- Familiar with Unix, Mainframe, Web servers, databases (DB2, UDB, Oracle, Sybase etc.) and networking preferred

 

Thanks,

 

Suresh

 

Blueally.LLC 

1919 Gallows Road, Suite 600, Vienna, VA 22182

Ph: 703-635-3312

Fax: (703) 563-9767

snehru@blueally.com

http://www.linkedin.com/in/suresh6

 

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