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Help Desk Analyst

Infojini Consulting
Washington, District of Columbia, United States
April 11, 2019


Job Description:

Position: Help Desk Analyst

Duration: 6+ months contract

Job Location: Washington DC

Client: Direct Client

Manager: Ziggy Hong

Job Description:

The candidate should demonstrate strong technical knowledge and experience with Microsoft Outlook 2016, Office 2016, Active Directory, Microsoft Lync/Skype for Business, HP Desktops/Laptops/Tablets, Dell Desktops/Laptops/Tablets, and Microsoft Windows 7.x, 8.x and 10. The successful candidate will be expected to interface with internal customers and various technical support teams. The demonstrated ability to follow standard operating procedures and processes is essential.

The contractor is required have:

1. At least Seven years of overall IT experience, including a minimum of Five years of experience providing general help desk support with previous experience opening and maintaining help desk cases via CA Service Desk, BMC Remedy or ServiceNow.

2. At least Two years’ experience in desktop/laptop troubleshooting and Mainframe monitoring or operations support.

3. Excellent written and oral communications are required as this position will interface with clients via phone and e-mail. Demonstrated ability to concisely summarize and document client issues is required.

4. At least five years supporting Microsoft Windows 7, 8 and 10, Microsoft Office (2010, 2013 and 2016), and Microsoft Outlook

5. Experience with Mainframe operations a plus including working knowledge and skill operating z/OS, JES2, VTAM, NetView, TSO, and the use of JCL to monitor and initialize Mainframe resources.

6. Strong Level 1 network and VPN diagnosis and troubleshooting skills.

7. Knowledge of AirWatch, iPhone or similar smartphone support, and SharePoint

8. Demonstrated analytical and problem-solving skills.

9. Strong interpersonal and communication skills who can work with people at various levels of the organization.

10. Familiar with maintaining documentation and communication via Microsoft Office solutions such as SharePoint, Excel, Word, and Outlook.