Junior Help Desk Analyst

Synectics for Management Decisions Inc - Bethesda, MD (30+ days ago)

Synectics is seeking Help Desk Analyst to support the U.S. Customs & Border Patrol's Cargo Systems Program Directorate (CSPD) in Bethesda, Maryland. The U.S. Courts were created under Article III of the Constitution to administer justice fairly and impartially, within the jurisdiction established by the Constitution and Congress. It assists patrons learn more about the Judicial Branch and its work. The Help Desk Analyst position will require the following:

Required Skills & Knowledge:
Provide Tier I technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.
Use automated information systems to analyze routine situations.
Review incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.
Resolve problems or contacts more senior technical support as necessary.
Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.
Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.
Maintains network diagrams and circuit records.
Instructs users in the use of PCs and networks.
May perform basic PC, PBX, and network software programming.
Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Technical skills include:
MS Office Suite 2007/2010 or higher
Adobe Acrobat
Citrix XenApp/CITRIX Metaframe
Kaspersky Anti-Virus
Windows 7 Enterprise Desktop operating system or greater
Windows 2008 R2 or higher Server Environment
HEAT IT Service Management System/ticketing system
ShoreTel Call Manager
Symantec Device Control
HEAT ticketing solution experience
Desktop Management Software / Remote Desktop Software
Novell Products; i.e. Secure Login, iPrint, iFolder, iManager
Adobe Acrobat X or greater
VPN Access (Checkpoint or other Manufacturer)
Terminal Services
HP LaserJet Printers
Xerox Color Printers
Dell Laptops and Desktop computers

Educational Requirements:
ITIL Foundations certification
Comp TIA certification

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Synectics is an Equal Employment Opportunity employer.