Help Desk Analyst - Tier II

Help Desk Analyst - Tier IIDescription: The Tier II Analyst is responsible for providing technical support for resolution or escalation of software and/or hardware related issues that are moderate to complex in scope. This entails advising, training, and assisting customers in the operation and administration of their systems.ESSENTIAL DUTIES AND RESPONSIBILITIES1. Serve as a consultant to others on the Help Desk and/or any customer who cannot be handled by a Tier I Analyst.2. Handles problem recognition, research, isolation, resolution and follow-up for moderate user problems, referring more complex problems to supervisor or technical staff.3. Provides excellent customer service with problem resolution. Establishes strong working relationships with internal and external customers. Ensures customer satisfaction by responding to all help desk requests in a timely and professional manner.4. Logs and tracks calls using problem management database, and maintains history records and related problem documentation.5. Assists with the configuration and rollout of new PC hardware and software.6. Installs user hardware and software upgrades as required.7. Trains new Tier I Help Desk Analysts.8. Responsible for the rotation of backup media to the off-site storage location.9. Tests software and hardware to evaluate ease of use and whether product will aid users in their work.10. Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.11. Performs Windows 2003 Active Directory Administration, Exchange 2003/2007 Administration, and Unix, and Windows based server maintenance and troubleshooting.12. Monitors all networking and server equipment logs for errors.13. Performs Inter-Tel telephone system maintenance.14. Provides on-call support, in accordance with the rotation schedule. Volt is a Equal Opportunity EmployerRequirements: QUALIFICATIONS AND REQUIREMENTSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities. 1. Associate's degree in technology and/or 3 - 4 years related experience. 2. Extensive knowledge of PC hardware and software support required.3. 3+ year's overall Windows XP/2000/2003 Server and Workstation operating systems administration experience.4. Strong working knowledge of MS Office, Windows and Exchange email required.5. 3+ years of Active Directory experience.6. Experience with Exchange 2003/2007 required.7. Experience with SQL Server 2000/2005 required.8. 3+ years working as a Help Desk Analyst9. Advanced knowledge of remote access applications and troubleshooting.10. Excellent customer service skills (friendly, courteous and helpful).11. Ability to effectively communicate both in writing and verbally, as well as to interact in a professional manner with colleagues, patients, public, and client's staff members.12. Strong analytical and problem solving skills.13. Ability to multi-task; excellent organizational and planning skills required.14. Must be able to participate in the on-call rotation.15. Ability to Travel (Locally and to various US Cities, International travel ability a plus).PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the Associate is frequently required to sit; use hands to finger, handle, or feel; and reach with hands and arms. The Associate is occasionally required to stand and walk and must occasionally lift and/or move up to 75 pounds. Location: Seattle, WA Type: DIRECT Duration: Temp to Hire Pay Rate: DOE Contact: Volt Technical ResourcesVolt Workforce Solutions12101 Tukwila Int'l Blvd., Ste. 210Seattle, WA 98168PH: 206/444-5600FX: 206/444-5900  Connecting talented people and respected companies. APPLY NOW Job Information Reference ID: 300123-7507-12-227547 Company: Volt Workforce Solutions Location: Seattle, WA 98168 Status: Employee Salary: DOE Job Category: IT/Software Development Contact Information Company: Volt Workforce Solutions Address: 12101 Tukwila Int'l Blvd., Ste. 210Seattle,WA 98168 Email: Apply by Email Phone: 206/444-5600 Fax: 206/444-5900