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Help Desk Analyst II

GENERAL DESCRIPTION The Systems Support Specialist performs desk and systems support work that involves first-level second-level support to the client. This includes but is not limited to PC hardware and software related questions and troubleshooting, System imaging and build creation, system deployment, account creations, and backup system monitoring. ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES Systems Support Provides telephone, in-person and online support to end-users Provides customer service and answers user inquiries regarding computer software, hardware operation, and the use and interface of systems and software applications. Installs hardware and peripheral components such as monitors, keyboards, printers ? Provides updates, status and completion information to manager and users, via voice mail, e-mail or in-person communication. Sets up equipment for employee use and performs or ensures proper installation of cables, operating systems, or appropriate software. Accurately records all IT issues into the ticketing system. Perform system management using tools such as Active Directory, Group Policy, and others agency tools Design, create, maintain and deploy computer images for a variety of operating systems and platforms Perform technical expertise of various audio/visual systems Performs other duties as assigned MINIMUM QUALIFICATION REQUIREMENTS Education: Bachelor's degree from an accredited college or university or relevant work experience Experience: Six (6) years of full-time computer Client Services, PC desktop support or other closely related technical experience. Technical Support Specialist Skills and Qualifications: Problem Solving, Presenting Technical Information, Process Improvement, User Relationships, Desktop Performance Tuning Job Requirements Active Directory, MS Exchange Server, MS Office 365 Please send resume to Jason.Ogull@rht.com

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