Help Desk Analyst

POSITION SUMMARY:

The Help Desk Analyst is responsible for the day-to-day support and troubleshooting of all end-user system related issues. The candidate is responsible for any issues and executive support over the phone. The candidate should have a Knowledge of PCs, laptops, NICs, TCP/IP, Desktop applications, Windows 7/8.1, MS Office 13/10/07/2000/2003 (Word/Excel/Access/Power Point/Outlook). An ideal candidate will have heavy experience with ticketing systems (i.e. ServiceNow, Heat, Remedy, etc.)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Troubleshoot and maintains stand-alone printers, network printers, copiers, digital senders.
• Understands installation, configuration, and troubleshooting processes for software, hardware, networking and accessory equipment.
• Perform Various Password resets.
• Perform User Access Provisioning for systems and databases.
• Installation, configuration, and troubleshooting of MS Office 2007/2010 and basic corporate image desktop applications.

Required Skills
SKILLS/KNOWLEDGE/ABILITIES:

• Has knowledge of Desktop PC, Laptop, NICs, TCI/IP, client applications, web applications, Citrix, Windows XP, 7, Office 2007, Outlook, RSA Tokens, Encryption Software, VPN – Remote Access systems, Remote Control Systems (Goverlan, LogMeIn), AD, and Lotus Notes.
• Possess technical and customer service skills/knowledge
• Strong customer service skills.
• Self-starter who is able to work well in a team environment.
• Experience using Remote Control applications.
• Experience using Service Desk/Help Desk systems.
• Knowledge of Command Prompt with respect to troubleshooting network issues.
• Knowledge of commonly-used concepts, practices, and procedures related to Windows XP, Windows 7.
• Basic knowledge of IP phone connectivity and troubleshooting.
• Troubleshooting knowledge of: printers, copiers, digital senders.

Required Experience
EDUCATION AND EXPERIENCE:

• 3-5 Years Helpdesk / NOC Experience
• Excellent Customer Service Skills
• Excellent Oral / Communications Skills
• Knowledge of Servicenow.com – Major PLUS
• ITIL Foundation Certified preferred.
• A+ Certified preferred.

CERTIFCATIONS, LICENSES AND/OR REGISTRATION:

• Knowledge of the following software and products a plus:
  
• Lotus Notes, Citrix, VPN Knowledge, Symantec Ghost, Office 2003/2007/2013, Microsoft Outlook, Windows 7 Pro, Blackberry, Good Client, Apple IOS Devices and Mac, MacAfee antivirus solutions, Adobe Pro/Standard, Avaya Phone System, HP Printer and Scanner, Canon Copiers.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

EEOC

Bayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.