Contract/Temp

Our client, a household name international consumer products company, seeks a Help Desk Analyst to support hardware devices that are networked and run in a Windows OS environment.  This is a long term temp/contract position for at least 1 year.  In this role, you will:

• Handle IT support phone calls using Remote Access Tools
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
• Diagnose and resolve technical hardware and software issues (Windows 7 and IOS/Android) 
• Diagnose & Troubleshoot internet/networking connectivity issues (TCP/IP, DHCP, Static IPs) 
• Troubleshoot hardware video connection ports (e.g. HDMI, DVI, DisplayPort)
• Update and test hardware drivers
• Research required information using available resources;
• Follow standard processes and procedures to identify problems and escalate priority issues per Client specifications;
• Deliver support to end-users using remote access automation tools
• Accurately process and record call transactions using a computer and designated tracking software;
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information, changes and updates

Requirements: Windows 7, TCP/IP, Mobile OS (IOS/Android) proficiency.  At least 2 years experience in an IT support or help desk role.