Desktop Support Tech

Yoh IT Technology Staffing, a division of the Yoh Company, and a leader in the placement of information technology professionals, has an immediate opening for a Senior Help Desk Analyst - Desktop Support experience with our client in Washington, DC. This is a perm position.

Responsibilities:
•Respond to customer requests for support at the desk side in addition to via telephone, e-mail, or walkups for help desk support.
•Provide accurate and creative solutions to user problems
•Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction
•Support of all computing hardware
•General support of proprietary applications
•Troubleshoot remote connectivity issues for traveling users and remote offices
•Setup and support of LCD projectors
•Troubleshoot PDA / Treo issues
•Research and resolve issues in a timely manner in accordance with standards
•Escalate problems to appropriate teams based on established guidelines and procedures
•Research and resolve issues in a timely manner in accordance with standards
•Follow initial troubleshooting process for system outages and attempt to resolve the issue
•Participate in team projects that enhance the quality or efficiency of service
•Monitor and control infrastructure performance in the areas of response, throughput and availability
•Troubleshoot all connectivity issues
•Monitor jobs running on server
•Review assigned service requests on a regular basis
•Follow up and provide status updates to clients
•Maintain service request data in problem tracking system ensuring it is accurate and up to date

Skills and Knowledge:
•Relationship building (people) skills
•Excellent communication skills (both verbal and written)
•Excellent organizational skills, documenting and defining policies and procedures, ability to take technical direction and ability to prioritize tasks
•Ability to create technical reports and documentation
•Demonstrated problem-solving and troubleshooting skills
•Ability to maintain a high level of client trust and confidence in the understanding of and concern for clients’ needs
•Work as mentor for team members
•Strong attention to details.
•Must possess a motivated and team player work ethic
•Microsoft application support experience including MS Office, Outlook 2000 and 2003 required
•Basic understanding of MS Windows domain architecture and general knowledge of multiple technical disciplines
•Technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), remote network access, network file servers, applicable software and troubleshooting techniques
•Ability to understand and assist in solving network server problems or network infrastructure issues
•Demonstrable experience in the support of laptop and desktop computers, and PDA devices
•Ability to lift 40 lbs

Broad range of network and desktop knowledge in:
•Windows 2000, and XP
•Exchange 2003
•Active Directory
•Dell laptops
•HP/ Dell Desktops
•HP/ Sharp Printers
•MS Office Suite
•Outlook
•McAfee Virus Scanner
•Adobe Acrobat
•Visio Professional
•LanDesk
•Remote Access Client
•Cisco VPN Client
•PDA(Palm-Treo, Tungsten)
•LCD Projectors

Experience:
•A.S. in Information Systems or equivalent experience
•A+ Certification preferred
•MCSA or MCSE accreditation desired but not required for this position
•Minimum of 5 years of professional Deskside Support experience in a corporate environment supporting at least 500 users.

Third Party Firms need not apply at this time.
The Yoh Company is an EEO employer. M/F/H/V
Interested candidates may submit resume, references and salary requirements to:

Rebecca R. Moore, Business Development Manager
Yoh IT
412-661-5873 Phone
[Click here for email]
www.yoh.com
REQUIREMENTS
Experience:
•A.S. in Information Systems or equivalent experience
•A+ Certification preferred
•MCSA or MCSE accreditation desired but not required for this position
•Minimum of 5 years of professional Deskside Support experience in a corporate environment supporting at least 500 users.