Desktop Support and Systems Analyst
Overview
The Desk Top Support and Systems Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Incident resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Responsibilities
Full computer design, setup and configuration including hardware installation, Windows installation and configuration as well as installation and configuration of all office productivity software.
Familiarity working with Network Switches and Routers, with a good knowledge to console into a switch and apply configuration changes.
Workstation setup in Domain environment including joining to Domain, setting up networked printers, shared folders, and mapped drives.
Desktop troubleshooting and repair issues with network connectivity, print services, unusual behavior, instability, virus infections, corrupted files.
Familiarity with a variety of business productivity applications (Word, Excel, Access, Power Point, Adobe Pro and Outlook) and automated solutions for resolving complex and time-consuming projects.
Qualifications
Ability to present ideas in user-friendly language.
Self-motivated and directed.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to work in a team-oriented, collaborative environment.
Outstanding updated knowledge of software and hardware with continues expanding capabilities by learning and applying of new technologies
Working technical knowledge of current network protocols, and Microsoft operating systems and standards.
Outstanding customer service skills
Position Detail/
Essential Functions:
The Help Desk Specialist' role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Incident resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Specific Responsibilities
Provide excellent customer service to all customers
Field incoming help requests from end users via a variety of intakes (phone, walkup, email, etc)
Document all pertinent end user identification information, including name, department, contact information, and nature of request or incident.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule incidents. Escalate incidents (when required) to the appropriately experienced technician.
Record, track, and document the Incidents and requests in the ticketing tool. Ensure all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Identify and escalate critical incidents
Participate in a afterhours on-call rotation
Required Skills
.
3
Years supporting Microsoft AD.
3
Years' Experience with desktop and server operating systems, including Windows XP & Windows 7, Windows 2003, Windows 2008.
3+Years supporting Office 2010 & Office 2013.
Familiarity with Exchange 2010.
Ability to work in a team environment.
Maintain fax machines, printers, scanners and other networked business machines.
Exceptional written and oral communication skills.
Experience supporting multiple models of mobile devices.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to absorb and retain information quickly.
Experience supporting VOIP telecom devices.
Basic knowledge of switches and network devices.
Ability to present ideas in user-friendly language.
Highly self motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Required Experience
2 years of related work experience.
A+, Net+, MCP or MCDST.
This position may be subject to a background check.
Public Consulting Group, Inc. complies with Section 503 of the Rehabilitation Act of 1973, as amended, which prohibits discrimination by Federal government contractors and subcontractors against individuals on the basis of disability and requires affirmative action on behalf of qualified individuals with disabilities. Public Consulting Group, Inc. also complies with the Vietnam Era Veterans Readjustment Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA), which prohibits employment discrimination against protected veterans by covered Federal contractors and subcontractors and requires each covered Federal contractor and subcontractor to take affirmative action to employ and advance in employment these veterans.
If you have a disability or are a veteran covered by the program, please notify us by contacting a Human Resources representative. Submission of this information is voluntary, and your refusal to provide it will not cause you to be subjected to harassment, intimidation, threats, coercion, or discrimination because you engage or may engage in any of the following activities:
1. Filing a complaint;
2. Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of Section 503 or VEVRAA or any other Federal, state, or local law requiring equal opportunity for individuals with disabilities or protected veterans;
3. Opposing any act or practice made unlawful by Section 503 or VEVRAA or their implementing regulations or any other Federal, state, or local law requiring equal opportunity for protected veterans or individuals with disabilities; or
4. Exercising any other right protected by VEVRAA or by Section 503 or their implementing regulations.
EQUAL EMPLOYMENT OPPORTUNITY AFFIRMATIVE ACTION POLICY
Public Consulting Group, Inc. pledges full support to the Affirmative Action Program and policy of nondiscrimination and equal opportunity in compliance with Executive Order 11246, as amended, as well as applicable state and local laws, directives, and regulations. Public Consulting Group, Inc. recruits, hires, trains, and promotes persons in all job titles without regard to race, color, religion, national origin, gender, age, sexual orientation, disability, or protected veteran status. We ensure that hiring and promotion decisions are in accord with equal employment opportunity principles by imposing only requirements that are job related and do not have an adverse impact, and that other employment decisions further the principle of equal employment opportunity. Public Consulting Group, Inc. ensures that all personnel actions such as compensation, benefits, company-sponsored training, education, tuition assistance, transfer, demotion, termination, layoff, return from layoff, and social and recreational programs are administered without regard to protected group status.
Equal opportunity can only be achieved through demonstrated leadership and aggressive implementation of a viable Affirmative Action Program. Our Affirmative Action Program sets forth specific affirmative action and equal employment opportunity responsibilities of managers, supervisors, and all employees. It is incumbent that employees not discriminate in any policy, practice, or procedure on the basis of protected group status. All employees are expected to make every reasonable effort to carry out their Affirmative Action Program responsibilities in spirit, as well as in letter, to assure that equal opportunity is available to all. We further expect all employees to demonstrate sensitivity to, and respect for, all other employees and to demonstrate commitment to the Company's equal employment opportunity and affirmative action objectives.
Administrative responsibility for this vital Affirmative Action Program, including regular monitoring and periodic reporting to top management, is delegated to EO Administrator Public Consulting Group, Inc. This program is available for review upon request by any applicant or employee by contacting the EO Administrator during regular business hours.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
The Desk Top Support and Systems Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Incident resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Responsibilities
Full computer design, setup and configuration including hardware installation, Windows installation and configuration as well as installation and configuration of all office productivity software.
Familiarity working with Network Switches and Routers, with a good knowledge to console into a switch and apply configuration changes.
Workstation setup in Domain environment including joining to Domain, setting up networked printers, shared folders, and mapped drives.
Desktop troubleshooting and repair issues with network connectivity, print services, unusual behavior, instability, virus infections, corrupted files.
Familiarity with a variety of business productivity applications (Word, Excel, Access, Power Point, Adobe Pro and Outlook) and automated solutions for resolving complex and time-consuming projects.
Qualifications
Ability to present ideas in user-friendly language.
Self-motivated and directed.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to work in a team-oriented, collaborative environment.
Outstanding updated knowledge of software and hardware with continues expanding capabilities by learning and applying of new technologies
Working technical knowledge of current network protocols, and Microsoft operating systems and standards.
Outstanding customer service skills
Position Detail/
Essential Functions:
The Help Desk Specialist' role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Incident resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Specific Responsibilities
Provide excellent customer service to all customers
Field incoming help requests from end users via a variety of intakes (phone, walkup, email, etc)
Document all pertinent end user identification information, including name, department, contact information, and nature of request or incident.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule incidents. Escalate incidents (when required) to the appropriately experienced technician.
Record, track, and document the Incidents and requests in the ticketing tool. Ensure all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Identify and escalate critical incidents
Participate in a afterhours on-call rotation
Required Skills
.
3
Years supporting Microsoft AD.
3
Years' Experience with desktop and server operating systems, including Windows XP & Windows 7, Windows 2003, Windows 2008.
3+Years supporting Office 2010 & Office 2013.
Familiarity with Exchange 2010.
Ability to work in a team environment.
Maintain fax machines, printers, scanners and other networked business machines.
Exceptional written and oral communication skills.
Experience supporting multiple models of mobile devices.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to absorb and retain information quickly.
Experience supporting VOIP telecom devices.
Basic knowledge of switches and network devices.
Ability to present ideas in user-friendly language.
Highly self motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Required Experience
2 years of related work experience.
A+, Net+, MCP or MCDST.
This position may be subject to a background check.
Public Consulting Group, Inc. complies with Section 503 of the Rehabilitation Act of 1973, as amended, which prohibits discrimination by Federal government contractors and subcontractors against individuals on the basis of disability and requires affirmative action on behalf of qualified individuals with disabilities. Public Consulting Group, Inc. also complies with the Vietnam Era Veterans Readjustment Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA), which prohibits employment discrimination against protected veterans by covered Federal contractors and subcontractors and requires each covered Federal contractor and subcontractor to take affirmative action to employ and advance in employment these veterans.
If you have a disability or are a veteran covered by the program, please notify us by contacting a Human Resources representative. Submission of this information is voluntary, and your refusal to provide it will not cause you to be subjected to harassment, intimidation, threats, coercion, or discrimination because you engage or may engage in any of the following activities:
1. Filing a complaint;
2. Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of Section 503 or VEVRAA or any other Federal, state, or local law requiring equal opportunity for individuals with disabilities or protected veterans;
3. Opposing any act or practice made unlawful by Section 503 or VEVRAA or their implementing regulations or any other Federal, state, or local law requiring equal opportunity for protected veterans or individuals with disabilities; or
4. Exercising any other right protected by VEVRAA or by Section 503 or their implementing regulations.
EQUAL EMPLOYMENT OPPORTUNITY AFFIRMATIVE ACTION POLICY
Public Consulting Group, Inc. pledges full support to the Affirmative Action Program and policy of nondiscrimination and equal opportunity in compliance with Executive Order 11246, as amended, as well as applicable state and local laws, directives, and regulations. Public Consulting Group, Inc. recruits, hires, trains, and promotes persons in all job titles without regard to race, color, religion, national origin, gender, age, sexual orientation, disability, or protected veteran status. We ensure that hiring and promotion decisions are in accord with equal employment opportunity principles by imposing only requirements that are job related and do not have an adverse impact, and that other employment decisions further the principle of equal employment opportunity. Public Consulting Group, Inc. ensures that all personnel actions such as compensation, benefits, company-sponsored training, education, tuition assistance, transfer, demotion, termination, layoff, return from layoff, and social and recreational programs are administered without regard to protected group status.
Equal opportunity can only be achieved through demonstrated leadership and aggressive implementation of a viable Affirmative Action Program. Our Affirmative Action Program sets forth specific affirmative action and equal employment opportunity responsibilities of managers, supervisors, and all employees. It is incumbent that employees not discriminate in any policy, practice, or procedure on the basis of protected group status. All employees are expected to make every reasonable effort to carry out their Affirmative Action Program responsibilities in spirit, as well as in letter, to assure that equal opportunity is available to all. We further expect all employees to demonstrate sensitivity to, and respect for, all other employees and to demonstrate commitment to the Company's equal employment opportunity and affirmative action objectives.
Administrative responsibility for this vital Affirmative Action Program, including regular monitoring and periodic reporting to top management, is delegated to EO Administrator Public Consulting Group, Inc. This program is available for review upon request by any applicant or employee by contacting the EO Administrator during regular business hours.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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