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Help Desk Support Analyst

PSR Associates Richmond, VA
  • Expired: over a month ago. Applications are no longer accepted.
PSR Associates, Inc. is an IT consulting firm specializing in Staffing and Recruiting Services. People. Solutions. Results. Founded in 2003, PSR Associates, Inc. is headquartered in Atlanta, GA, with additional offices in Tampa, FL; Washington, D.C.; Charlotte, NC; Austin, TX; and Irvine, CA.

Help Desk Support Analyst Position Description
We are seeking an experienced professional to serve as a staffer for our Help Desk.  Position requires at least one to three years of documented computer management skills in an enterprise environment. Strong analytical, interpersonal, verbal/written communication and organizational skills are also essential.
 
The IT Technical Support/Help Desk team member will triage customer IT issues or requests and assign work tickets to 2nd Tier Field Services and Tier 3 Services support teams. The IT Technical Support/Help Desk team member serves as a 1st tier technical support and liaison for internal business units for all computer systems and solutions related technical issues and/or requests. This includes but is not limited to: customer technical support calls, software troubleshooting, user & badge database data updates, check printing, incident follow-up, incident escalation and small project management. This position will be in an On-Call rotation within the department and must be available for off-hour and weekend support.
 
Key Job Elements include:
  • The processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Record and maintain accurate incident and change records,
  • Respond physically to trouble situations within the building and conduct troubleshooting as may be required, 
  • Conduct routine walk-throughs of Call Center, correcting both appearance and functional imperfections, vendors and guests, as may become necessary, 
  • Contribute suggestions for improvements in the quality, integrity, and efficiency of operations regularly.
Microsoft Office (MS) suite and MS Operating Systems experience essential; assure that the DIT’s philosophy: quality services to clients; development, growth, involvement and recognition of employees; sound economic principles; and an environment which is conducive to innovation, positive thinking and expansion - is considered in carrying out the duties and responsibilities of this position. 
  • Troubleshoot systems software and address basic incident requests.
  • Respond and follow up on technical help tickets submitted via phone, email, and walk-ups
  • Escalate and follow-up on urgent incidents with department managers.
  • Provide IT support for Windows, Microsoft Office, and a variety of other applications used internally
  • Independently investigate and implement solutions to technical issues
  • Identify recurring technical issues and propose solutions to address the root of the problems
  • Experience installing and configuring Windows OS, networked and local printers, and business applications
  • Windows 10 administration and bug fixing in an Active Directory environment
  • Excellent problem-solving skills in Microsoft Office applications
  • Basic TCP/IP networking concepts
  • Audio/Visual setup and support
  • Experience with IT support ticketing systems
  • Write process and incident resolution documentation
  • Contribute articles and documentation to department Knowledge Base
  • Remote into customer sites using screen sharing software to troubleshoot system failures to resolve system issues and/or train customers.
 
Experience:
  • Customer Service:  3 to 5 years
  • Microsoft Suite:  3 to 5 years
 
Education:
•             High school or equivalent (Required)

PSR Associates

Address

Richmond, VA
USA