Help Desk Analyst
Beacon Hill Staffing Group, LLC

We are currently seeking a Help Desk Analyst to join our team in Norfolk, VA, USA.

Diagnoses and troubleshooting Level 1 and 2 problems encountered with personal computer hardware, software and peripherals. Advises and assists users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology. Screens, diagnoses, researches and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Diagnoses and troubleshoots Level 1 and 2 problems encountered with personal computer hardware, software and peripherals.

Job Duties:

Answers the help desk line and responds to users' requests regarding computer systems.
Acknowledges receipt of all user requests within defined service levels. Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information. Maintains user information and documentation.
Participates in ensuring that client requests via the ticketing system are managed to closure.
Delivers results in support of achieving the organization's service level agreements.
Interacts with network services, software systems engineering and / or applications development to restore service and / or identify and correct core problems.
Prioritizes work based on time and complexity requirements.
Exercises sensitivity to due process and proper pacing.
Routes clients when appropriate to proper support queues.
May identify opportunities for process improvements that contribute to the achievement of business metric goals.
Solves problems consistently and completely with minimum supervision.
Engages the required resources to ensure the client expectation is exceeded in a timely manner.

Basic Qualifications:

Minimum 2 years of experience diagnosing and troubleshooting problems encountered with personal computer hardware, software and peripherals, and advising and assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology.
BA/BS or MA/MS degree and/or industry certifications in the role/systems assigned. (i.e., Security +)
Education Equivalency:
High School Degree/GED and 4 additional years of experience equal Bachelors Degree.
High School Degree/GED and 6 additional years of experience equal Masters Degree.
Bachelors Degree and 2 additional years of experience equal Masters Degree.
Must have a valid Security+ Certification.
Must have an active public trust clearance and the ability to obtain Secret security clearance.

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.

If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com .

We look forward to working with you.

Beacon Hill. Employing the Future™