Senior IT Helpdesk Analyst 6142

Company Name:
IMS - International Management Systems
Our Client needs a Senior IT Helpdesk Analyst for a Full Time job in Riverside, CA.
Those authorized to work in the US without sponsorship will be considered. Client is not able to sponsor at this time.
Under minimal supervision, proactively provides first-level, single point of contact, end-user support for desktop personal computer hardware and software, PC peripherals, telecommunications, LAN/WAN, and mainframe applications for facilities worldwide. Provides primary interface between end-users and secondary support staff and vendors.
The position is for 3rd shift (12:00-9:00am) however the person will need to train on first shift for the first month or so.
Analyzes, isolates, troubleshoots and resolves first-level support software issues such as operating systems and basic software integration.
Answers end-users' queries regarding software applications.
Assigns and maintains user security access privileges for various systems: VPN, WAN/LAN, Internet, SAP, Partnership and e-mail.
Categorizes and logs all incoming calls with sufficient detail using the established Help Desk tracking system, and documents all call resolutions.
Defines severity of problems and escalates appropriately to secondary support groups.
Serves as a liaison between users and third-party communication systems vendors to facilitate accurate and timely resolution of communication network difficulties.
Monitors backup of critical data, insuring daily backups are obtained.
Coordinates outside vendor warranty repairs, performs repair and upgrade of PC hardware, software and peripherals for end-users.
May train new Help Desk Analysts as required.
Performs other related duties as required.
Education: Education equivalent to an Associate Degree is required, and college-level courses in Computer Science/Information Systems and/or Microsoft or CISCO certifications are desirable.
Training and Experience: Requires three to five years of Help Desk support experience.
Other Skills: Knowledge of MS Office Suite, including MS Project, Exchange/Outlook, Windows operating system, PC peripherals, and basic understanding of LAN/WAN network environment. Should have a successful record of accomplishments in the above areas. Must be able to effectively deal with internal customers and external vendors, possess good analytical skills, detail oriented, with in-depth problem solving abilities.

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