Help Desk Analyst

This program requires US Citizenship

Full-Time Office Project

Knoxville, TN or 50 miles radius

No remote/telework option - not negotiable, candidate must go into office.

Description:

Our Client is among the most respected engineering, project management, and construction companies in the world. Our client operates through four global business units that specialize in Infrastructure; Mining and Metals; Nuclear, Security and Environmental; and Energy. Today, our colleagues team with customers, partners, and suppliers on diverse projects in nearly 40 countries. Our Client is currently seeking a Help Desk Support Analyst to join the team in the NS&E GBU. The Help Desk Specialist will provide IT call center level support to our client's offices and employees worldwide.

Job Duties:

Provides first-level troubleshooting of hardware, software and operating system problems,

Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets.

Responds to telephone calls, email, and problem tickets for personnel requests for technical support.

Tracks and monitors the problem to ensure a timely resolution where required.

Resolves PC software configuration problems and remotely installs software products and/or approved patches.

Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs.

Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff.

Diagnoses, isolates, and analyzes problems utilizing historical database records.

Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.

Escalates unresolved issues to the successive level of support.

Basic Qualifications:

Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree

1 or more years of experience in troubleshooting applications or network related issues

1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now

1 or more years of experience providing customer service

Additional Qualifications:

Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.

Hands-on experience with Microsoft Windows operating systems

Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware

Excellent and demonstrated communication and customer support skills

Understanding of client-server and networking principles

Ability to obtain MCDST or equivalent within 12 months

Knowledge of ITIL/ITSM concepts

Position Details:

Pay Rate / Range: $25- $30.00

The above salary range represents the range expected for the position; however, final salary offers are based on a number of factors such as the position’s responsibilities; the candidate’s experience, education, and skills; location; travel required; and current market conditions.

Benefits (Regular, Full Time Employees):

Medical, Dental, and Vision offerings

Weekly Direct Deposit

Paid Holidays and Personal Time Off

401(k) with match

Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages

Pre-Paid Legal and Employee Assistance Programs

Northwest Federal Credit Union Membership

BB&T @ Work Program

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans

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