We have an immediate position for a Service Desk Analyst to provide onsite Tier I/II support to internal users. The Service Desk Analyst will respond to incoming IT service requests for assistance from customers experiencing problems with hardware, software, networking, VPN and other computer-related technologies.

This will be 6-12 month contract with the potential to extend or convert to full-time employment based on the business need and individual's work performance. The position is located in Tysons, VA and requires you to work 100% onsite Monday to Friday (no remote work). Must be flexible to work between 7:30a-7:00p.

Job Responsibilities:
- Provides remote support via phone and chat for pc-s / laptops, printers, mobile devices, and peripherals support.
- Support Windows 10, Microsoft Office Suite, Email client/account setup and support.
- Provide account creation/management and File Share permissions management in Active Directory.
- Log and track service calls using Salesforce Case Management software.
- Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem, the analyst escalates problem to Tier III.
- Ensures problem ownership and promotes end-user satisfaction.
- Learn CCL (mainframe)

Our client a well known and well respected Credit Union. Interested in learning more? Contact Elite Technical for immediate consideration.

Required Skills

* Minimum High School Diploma or equivalent
* Must be able to pass Background Investigation & Credit Check (prior to interview)
* 2-4 years of Help Desk / Technical Support via phone and chat
o Troubleshooting skills
o Windows 10 support
o Mainframe experience is a PLUS
o VPN, WiFi and Telecom issues
o PC/laptop Connectivity
o Basic Active Directory admin to include account creation, unlocking accounts, password reset, etc.
o Ticketing System Salesforce, or alternative
o Experience with MS Office Suite, Email account setup and support
o Must be able to multi-task - handle multiple tickets at any given time
o Must be a team player and able to take direction from team lead
o Must demonstrate strong communication and people skills
o Must be flexible with work hours

* Must be willing to learn CCL (IBM mainframe software)
* Industry certs are a PLUS