Latitude, Inc. Help Desk Analyst (Clearance Required) in Lynn, Massachusetts
Title: Help Desk Support AnalystLocation: Washington, DC Navy YardSchedule: Full TimeClearance: Active SECRET clearance required to be eligible for considerationDuties and Responsibilities:
Perform technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.
Prioritize customer's requests, follow-up, and track through to resolution.
Perform software installation and configurations.
Install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs.
Provide deskside support for equipment on the secure SIPRNet and coordinate with the network administrators.
Troubleshoot computer problems, performs hardware and software diagnostics, coordinate needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.
Maintain proper and accurate documentation of issues and customer communication within ticketing software.
Communicate issue trends with senior staff as soon as identified.
Monitor voice-mail for calls received outside normal hours of operation, adding any request to the Help Desk Call Tracking Database system.
1+ year of similar experience.
Minimum of a SECRET level Security clearance.
Must have demonstrated strength in managing customer expectations, task prioritization, and daily interface with customers.