Help Desk Analyst - MNST 76107

Keywords: Call center, SMTP, MS Office, IBM PC, Windows 2000, Help Desk 

Job Title: Help Desk Analyst 

Responsibilities: Provides responsive quality customer service and support at all times. Performs immediate analysis of customer problems and directs the implementation of corrective action to restore function and avoid recurrence. Functions as the customer's single point-of contact for problem escalation and resolution as required. Records all incidents while maintaining accountability and ownership until resolved. Interfaces with appropriate technical personnel for customer problems that cannot be resolved quickly on the telephone. Monitors progress on problem resolution and initiates feedback to management and the customer. Performs customer follow-up to verify final resolution and determine satisfaction level. Reviews and develops department systems and procedures to ensure effective problem solving. May be required to perform other related duties as assigned. Problem Solving: Provides solutions to a variety of technical problems of moderate scope and complexity. Discretion / Latitude: Works under general supervision. Follows established procedures. Work is reviewed for soundness of technical judgement and overall adequacy. Impact: Contributes to the completion of milestones associated with specific projects. Failure to achieve results or erroneous decisions or recommendation may cause delays in program schedules and may result in the allocation of additional resources. Liaison: Primarily internal company contacts. Infrequent inter-organizational and outside customer contacts on routine matters.

Requirements: Candidate must have an active secret security clearance. Knowledge: Frequent use and application of technical standards, principles, theories, concepts, and techniques.

Skill/Role Level Years Preference:
Call Center Intermediate 1.5 Required
SMTP (Simple Mail Transfer Protocol) Intermediate 1.0 Preferred Microsoft Internet Explorer Intermediate 1.0 Required
IBM PC Intermediate 2.0 Preferred
Microsoft Outlook Intermediate 1.0 Required
Microsoft Office Intermediate 2.0 Required
SecurID Intermediate 1.0 Preferred
Windows 2000 Intermediate 1.5 Required
Microsoft Intermediate 2.0 Required
MCP (Microsoft Certified Professional) Intermediate 1.0 Preferred
Microsoft Word Intermediate 1.0 Required
Customer Service Intermediate 1.0 Preferred
Microsoft PowerPoint Intermediate 1.0 Preferred
Microsoft Excel Intermediate 1.0 Preferred
Help Desk Intermediate 2.0 Required
IBM Mainframe Intermediate 1.0 Preferred
Microsoft Active Directory Intermediate 1.0 Preferred

Education: Computer Information Systems (CIS) Bachelors degree
 
Candidate must have an active secret security clearance. Job location: Newport News, VA Hours: 8am-5pm Pager: No Laptop: No, Overtime: Yes Weekend: Yes, Flextime: No Travel: No, Telecommute: No Clearance: Yes
 
Please send your current resume to:

jkennedy@tech.belcan.com