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Level II Help Desk Analyst Job in Wickliffe, OH

Job Responsibilities Modis is working with a client on a Level II Help Desk Analyst job in Wickliffe, OH.
The analyst will be part of team who will handle all areas of infrastructure support for the client's users.
He/she can expect to spend their time working on the phones with end-users and may visit the end-user's desk to solve support issues when remote tools are not available.
Qualified candidates will need to be capable of frequent interaction between the help desk team and desktop team (SCCM/patch management, certification lab, asset management), other IS groups, and management.
The client is a international industrial company and this will be an on-going contract within their support team.
Level II Help Desk Analyst job Provide accurate and thorough solutions to user problems, escalating or transferring problems when appropriate.
Provide information to customer/end-user regarding the status of their incidents or service calls.
Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for applications, network, server, and security.
Attempt proactive resolution of user and IS support issues to maintain a high level of visibility within the user community.
Log all requests in HP Service Center (help desk call tracking software).
Coordinate incident resolution and service request completion with various workgroupsAssist in the population and maintenance of the online knowledge base.
Detection and communication of possible problems and the assignment of them to the Problem Management team for them to raise problem records.
Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth.
Qualifications:
Four-year technical degree or equivalent work experience.
3-5 years of experience in a help desk environment.
Strong oral communication skills, interpersonal communication skills, and a strong portrayal of professionalism are a must.
Previous experience and/or knowledge of:
Windows 7, Microsoft Office 2003/2007/2010 (Outlook, Word, Excel, Access, PowerPoint), Microsoft Internet Explorer, Microsoft Live Meeting, Microsoft Communicator, Adobe Acrobat Reader, Symantec AntiVirus, iPass, Cisco VPN Client, Cisco Security Agent.
Develops successful inter- and intra-team relationships, including the ability to share, teach, learn, and manage conflict.
Experience using Microsoft Systems Center Configuration Manager (SCCM) is a plus.
Verbal/written fluency in another language (Spanish, French, Dutch or German) is a plus.
If you are interested in this Level II Help Desk Analyst job in Wickliffe, OH then please send your resume to Modis!

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