Cordia Resources by Cherry Bekaert is seeking a Help Desk Analyst to support one of our clients on a 1 year contract basis. Details below.

Title: Help Desk Analyst
Location: Deland, FL
Hourly Rate: $20-25/hour
Job Type: Contract (1 year)

Job duties:

• Monitors Service Desk queue and resolves support tickets as assigned.
• Documents work performed and resolution(s).
• Identify, analyze, and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
• Provides high level of customer service by providing status and information to the customer.
• Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.
• Performs advanced troubleshooting to determine cause of problem.
• Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.
• Works with staff on issues outside their areas of responsibility as needed.
• Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
• Provides Tier III advanced support for other Technicians as needed or assigned.
• Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
• Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
• Participates on statewide teams, both internal and external to the Office of Information Technology (OIT).
• Provide facts to facilitate the team's decision-making process and to achieve the team's goals.
• Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
• Coordinates service calls and repairs for warranty and non-warranty items.
• Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.
• Installs, maintains, and supports specialized software applications as assigned.
• Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.
• Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
• Assists with reserving, setting up, and troubleshooting of AV and VC equipment.

Job experience:
The submitted candidate must be able to apply the specific knowledge, skills, and abilities in the following areas:

• Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment
• Knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
• Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware
• Skilled in the installation, maintenance, trouble shooting, and support of audio video presentation equipment including basic room setup and design.
• Ability to perform advanced troubleshooting on various manufacturers of audio video equipment
• Ability to plan, organize, manage and track projects
• Ability to communicate effectively both verbally and in writing
• Ability to read, understand, and comply with the department's policies
• Ability to multi-task, appropriately prioritize, work with minimal supervision, and achieve results in a fast-paced environment is required
• Familiar with iPhone and Android Smartphones