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[Helpdesk Technician] Help Desk Support Analyst

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E2 Consulting Engineers, Inc. (E2) is a professional services firm established in 1988 specializing in a full spectrum of engineering services including, project engineering and design, federal base operations and infrastructure support services, gas pipeline construction and inspection services, environmental consulting and remediation, and information technology services. At E2, we value safety, innovation and collaboration, and we are dedicated to excellence.

Seeking a Help Desk Support Analyst to join the team in the NS&E GBU located in Reston, Virginia. The Help Desk Specialist will provide IT call center level support to Bechtel offices and employees worldwide.

Provides first-level troubleshooting of hardware, software and operating system problems,
Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets.
Responds to telephone calls, email, and problem tickets for personnel requests for technical support.
Tracks and monitors the problem to ensure a timely resolution where required.
Resolves PC software configuration problems and remotely installs software products and/or approved patches.
Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs.
Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff.
Diagnoses, isolates, and analyzes problems utilizing historical database records.
Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.
Escalates unresolved issues to the successive level of support.

Bachelorís Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree1 or more years of experience in troubleshooting applications or network related issues
1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now
1 or more years of experience providing customer service.

Additional Qualifications:

Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.
Hands-on experience with Microsoft Windows operating systems
Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware.
Excellent and demonstrated communication and customer support skills.
Understanding of client-server and networking principles
Ability to obtain MCDST or equivalent within 12 months.
Knowledge of ITIL/ITSM concepts

E2 Consulting Engineers, Inc. offers an excellent benefits package including health, dental, vision, and life insurance, 401(k) with employer match, paid time off.

Work Environment

This job operates in a professional office environment and uses standard office equipment such as computers and phones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to sit/ stand for up to 8 hours per day.
Ability to move freely for up to 8 hours per day.

E2 Consulting Engineers, Inc. is a Drug Free Workplace. After accepting an offer of employment, applicants may be required to undergo background checks, drug testing, and/or fit-for-duty physical examination.† Drug screens will include, but not be limited to, Amphetamines, Cocaine Metabolites, Marijuana Metabolites (THC), Opiates, and Phencyclidine (PCP). As a federal contractor, E2 cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician.

Please no solicitation of any kind from agencies, staffing, or recruiting firms.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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