Odyssey Information Services
Help Desk Analyst
Odyssey Information Services, Westminster, Colorado, United States, 80031
Permanent/Full-Time - Mon-Fri Day Shift
Responsibilities:
Provide user support across organizational operating systems
Troubleshoot various computer software and hardware issues
Document processes and maintaining service desk records
Prepare, implement, and monitor computer patches and software updates
Field incoming help requests from end users
Prioritize and schedule problem resolutions and escalate problems when required
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level
(installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications) Performing preventative maintenance
(checking and cleaning of workstations, printers, and peripherals) Test fixes to ensure problem has been adequately resolved Perform post-resolution follow-ups to help requests Create, adjust, and maintain user settings and permissions Write technical support documentation for knowledge base, software applications and end users Required
skills and qualifications Two or more years of experience in a helpdesk role or similar position Comprehensive knowledge desktop support, troubleshooting, and performance analysis In-depth knowledge of technology devices (computers, laptops, printers, copiers, etc.) Strong communication skills Knowledge of O365, Azure AD, Firewall Technologies, and Windows Server Operating Systems Preferred
skills and qualifications Experience with VPN clients, MFA technologies and IT Ticketing Systems Experience with Windows Active Directory, O365 and Azure Experience with infrastructure equipment (switches, firewalls, peripherals) Experience with phone systems (VOIP), Video Surveillance and door security systems Professional certification a plus Familiar with CMMC and NIST security standards and certification processes a plus Education: High school or equivalent
(Required) Associate degree (or equivalent) in computer science or related
(preferred) Bachelors degree (or equivalent) in computer science or related field
(preferred)
(installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications) Performing preventative maintenance
(checking and cleaning of workstations, printers, and peripherals) Test fixes to ensure problem has been adequately resolved Perform post-resolution follow-ups to help requests Create, adjust, and maintain user settings and permissions Write technical support documentation for knowledge base, software applications and end users Required
skills and qualifications Two or more years of experience in a helpdesk role or similar position Comprehensive knowledge desktop support, troubleshooting, and performance analysis In-depth knowledge of technology devices (computers, laptops, printers, copiers, etc.) Strong communication skills Knowledge of O365, Azure AD, Firewall Technologies, and Windows Server Operating Systems Preferred
skills and qualifications Experience with VPN clients, MFA technologies and IT Ticketing Systems Experience with Windows Active Directory, O365 and Azure Experience with infrastructure equipment (switches, firewalls, peripherals) Experience with phone systems (VOIP), Video Surveillance and door security systems Professional certification a plus Familiar with CMMC and NIST security standards and certification processes a plus Education: High school or equivalent
(Required) Associate degree (or equivalent) in computer science or related
(preferred) Bachelors degree (or equivalent) in computer science or related field
(preferred)