Help Desk Analyst Level II

CIBER ITO has immediate openings for Help Desk Analyst Level II based out of our Call Center in Tampa, Florida.Successful Candidates will: Provide either support or escalations from Level I Analysts on a variety of issues.  Identifies, researches, and resolves technical problems involving OS, Applications, Hardware or software configuration, Network Connectivity issues.Responds to telephone inquiries, email and in person requests for technical support. Documents, tracks, and monitors incidents to ensure timely resolution.Ability to support on an advanced level various OS, Application or Deskside Support concepts, practices, and procedures.  Relies on education, technical experience and excellent customer service skills to plan and accomplish goals.  Performs a variety of technical support related tasks and typically reports to a supervisor or manager.Responsibilities: Â·  Provide Advanced degree of technical trouble shooting for OS, Application or Hardware related problems.·  Provide call follow up on escalated requests from Level I Analysts·  Acts as an escalation point for immediate problem diagnosis and resolution or further escalation·  Provide advanced trouble shooting skills for network connectivity issues·  Contributes to specific Knowledge Base for content and accuracy·  Involved in meetings/conference calls with manager and customer to assist in maintaining open and consistent communications.·  Provide ongoing training and key updates received from customer to all Analysts·  Performs routine and emergency support·  May act as a point of contact for ticket review process·  Perform TCO on assigned calls·  Provides feedback to Level I Analysts on technical process and diagnostic methodologies·  May assist with identification of training improvement requirements ·  May participate in the training and/orientation of new employees in subject matter content and call handling processes·  Provides expert troubleshooting assistance·  Undertake special projects as assigned by the Help Desk Manager Qualifications:· 3 – 5 years previous Help Desk or Deskside support experience· In depth knowledge of subject matter· Three to five years demonstrated experience working in, on or with PC based applications (i.e. Windows 2000/XP, MS Office applications, SAP or Lotus Notes), operating systems, networks, messaging systems and various hardware types· Demonstrates strong knowledge of PC-based technology both software and hardware· General knowledge of CIBER’s business objectives and processes· General knowledge of CIBER’s information technology standards and procedures· Strong problem solving skills· Training experience and ability· Strong work ethic· High level of integrity· Good Personal Skills· Demonstrated versatility· Positive attitude Education Preferred:2 or 4 year college degree in computer science orAccredited Technical Institution Diploma/Certificate orMilitary training in computers/communications or Minimum of three (3) years computer related work experience Preferred Certification: CompTIA A+MCSE Help Desk Institute CertificationITIL Foundation Certification  CIBER, Inc. (NYSE: CBR) is a leading international, system integration consultancy, providing IT services for Internet strategy and development, complete life cycle system support (from customer quotation through cash collection), with superior value-priced services for both private and government sector clients. CIBER's services are offered on a project or strategic staffing basis, in both custom and enterprise resource planning (ERP) package environments, and across all technology platforms, operating systems and infrastructures.CIBER is an equal opportunity/affirmative action employer. We welcome and encourage diversity in our workforce.  Location: Tampa, pa 33634 Status: Full Time, Employee Job Category: IT/Software Development Company: CIBER, Inc. Email: Apply by Email Reference Code: h2