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Desktop Analyst

Company Overview
Prometric is a trusted provider of technology-enabled testing and assessment. It's market-leading test development and test delivery solutions allow clients to develop and launch global testing programs as well as accurately measure program results and performance quality. Prometric reliably develops, delivers, and administers more than 8 million tests a year on behalf of more than 350 clients in the academic, corporate, financial, government, healthcare, professional and IT markets. It delivers tests flexibly via the web or by utilizing a robust network of thousands of test centers in more than 160 countries.
Summary
The Desktop Analyst will work as part of a Support Team to provide quality desktop support for remote and global locations. Occasionally, support will be provided to other locations including Malaysia, China, Korea, India, Ireland, United Kingdom and the US. As a Desktop Analyst, you will interface with customers, providing remote phone and deskside IT support.
Duties and responsibilities
Provide Tier 1 and 2 end user support
Interface with customers providing remote phone and deskside IT support
Provide onsite and remote telephone user support
Office 365 & SharePoint support
Troubleshoot workstation and network printer issues
Monitor tickets and resolve all Remote Access/VPN connectivity issues
Monitor, update and resolve all Print Server issues and service center tickets
Report all applicable issues to Network or Systems Engineering for resolution
Work with vendors to replace broken or non-functional equipment
Software and Peripheral Installation
Propose solutions to systems and process issues to improve workflows and efficiencies
Hardware and software upgrading
Manage software and hardware asset inventory
Support for Microsoft Excel, Word, Access, PowerPoint, Project, and Outlook
Support for Microsoft Windows 7 and 10 operating systems
Move Workstation and Printer Equipment, as required
Communicate effectively with co-workers and outside representatives
Prepare written documentation as required to satisfy documentation standards
Maintain support projects using MS Office applications
Perform other duties as defined by the Manager, Collaboration Technologies
Essential Qualifications & Experience
Bachelor's degree in Computer Science, Business Information Systems, or equivalent
MCDST (Microsoft Certified Desktop Support Technician) Certification or higher level Microsoft certification is preferredExcellent customer service skills and demeanor, both on the phone and in-personMaintain a professional and courteous manner in difficult situationsAdvanced knowledge of Windows 7, 8.1, 10 and Microsoft OfficeAdvanced technical installation and troubleshooting experienceDemonstrates self-starter and ability to independently resolve problemsPerform effectively in a fast paced environmentMaintain high quality work and manage multiple critical projectsPerform effectively in a team oriented environmentCommunicate effectively with a diverse group of customersWork with the understanding that some off-hours support may be requiredAbility to lift computer equipment, including monitors and printers, which may weigh up to 60 lbsExperience in the use of LANDesk software preferredOffice 365 & SharePoint support
Prometric is an equal opportunity employer: disability/veteran
Other details
Pay Type Salary
White Marsh, MD, USA

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