HELP DESK ANALYST I

Provide enterprise-wide technical support to JAG employees who experience problems with computer hardware, software, peripherals, network connectivity, and remote access. Ensure customer satisfaction through the timely, professional response and resolution of problems and inquires that limit negative impacts on customer productivity. Log work orders in the call tracking system and document all actions taken to provide problem resolution. Using available support tools, technologies, and acquired knowledge provide 1st level problem resolution and proactive problem detection. Manage and monitor customer service requests including problem escalation to ensure closure and customer satisfaction. Diagnose problems and provide resolutions on technical and service issues. Provide input into the development and implementation of processes, procedures and standards. Provide prompt, efficient, and accurate technical support via phone, email, or on-site deliveryOwn calls from cradle to grave in order to provide world-class customer service, escalating when necessary and provide regular follow-up communications with customers Collaborate with desktop support team as needed to provide support which could include the setup, configuration, and installation of new computer systems, peripherals and printers at various JAG locations using knowledge of existing technical architecture to insure compliance with established standards and best practices.Troubleshoot and correct Windows NT, 2000 and XP Operating System and connectivity issues.Troubleshoot and correct standard software application issues and questionsMonitor and manage work order queues, escalating to second or third level support when required.Utilize tools such as HP Openview, Open Works and WhatsUp Gold to monitor network activity and provide first level network support.Work non-traditional business hours and some holidays as requiredUpgrade technical knowledge and skills through tutorials, seminars, and educationAbility to manage the demands of multiple constituencies, define priorities, set appropriate expectations as well as strong organizational qualities in all aspects of workAbility to analyze and solve technical problems by investigating potential solutions using troubleshooting skillsWorking knowledge of Windows XP, Office 2003, Outlook, Active Directory, LAN/WAN connectivity, Citrix, Blackberries, printers, peripherals, and other output devicesAbility to handle stressful situations while maintaining an even disposition and retaining the ability to make sound decisions.Familiarity with Query Based Distribution Lists, Exchange, Dameware, TCP/IP Protocol, VPN, Wireless, Remote Access, Multifunctional DevicesAbility to work non-traditional hours when neededEDUCATION and/or EXPERIENCE: Two-year degree, with 4-year degree preferredA+ certification requiredHDI or Help Desk Analyst certification required3 ? 5 years Help Desk experience providing 24 x 7 technical telephone support required3 - 5 years experience providing desktop support preferredStrong analytical, communication, and organizational skills requiredExcellent telephone, listening, and interpersonal skills requiredLANGUAGE SKILLS: Fluency in Spanish is a plusAn EEO/Affirmative Action Employer. http://recruiter.kenexa.com/jones/cc/CCJobDetailAction.ss?command=CCViewDetail&ccid=bupJEdUjsTs%3D&job_REQUISITION_NUMBER=3555