Service Desk Support Analyst Full Time NEW

About The Position

Requirements

• Knowledge of Computers & electronics
• Knowledge of Oral & written communication tools & techniques
• Knowledge of Customer support & personal service
• Knowledge of Telecommunications (e.g., Microwave, wireless, fiberoptic)
• Knowledge of IT security principles & methods
• Knowledge of Motorola MCC 7500 Radio Console
• Knowledge of MARCS tower sites safety practices (e.g., HVAC, door alarms, etc)
• Knowledge of Operating systems installation & configuration procedures
• Knowledge of Network standards, protocols & procedures
• Knowledge of Platform usage
• Knowledge of Capabilities of network equipment including, routers, switches, bridges, & related hardware
• Knowledge of Back-up & recovery techniques
• Knowledge of Technical writing & documentation practices
• Skill for Reading comprehension
• Skill for Speaking
• Skill for Service orientation
• Skill for Installation
• Skill for Troubleshooting
• Skill for Critical thinking
• Skill for Systems evaluation & operational / systems monitoring
• Ability to transport items up to 50 lbs
• Ability to operate help desk software (e.g., Service Now, Salesforce, & Remedy, Cisco Finesse, Jabber (for call center), IRIS, Powershell, Genesis, UEM, Grafana, MS Office 365 apps
• Ability to carry out instructions in written, oral or picture form
• Ability to understand manuals & verbal instructions technical in nature
• Ability to stay abreast of current technologies in area of IT assigned
• Ability to deal with problems involving several variables in familiar context

Responsibilities

• Call center support
• Maintenance support
• Documentation support
• Enter meta-data into repositories
• Perform loading validation
• Execute unit or system test scripts
• Provide maintenance support for application software
• Develop, organize, file, and maintain platform specific documentation