Sr. Help Desk Support - Temporary (2013324)

Anaren, Inc. East Syracuse, NY
A reasonable degree of latitude and creativity is required with only some level of supervision. Superior technical aptitude, strong written and oral communications skills and the ability to deal effectively with people are key success factors for this position. Proven ability to operate in extreme high pressure situations, handle multiple priorities and possess a high level of discipline while remaining flexible. Top-quality customer service skills in dealing with all levels in a team environment; display patience. Work under direct supervision.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

* Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems

* Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts

* Manage the processing of incoming request to the Help Desk to ensure courteous, timely, and effective resolution of customer issues

* Coordinate hands-on fixes at the desktop level, including installing and upgrading software, installing hardware

* Monitor and test fixes to ensure problems have been adequately resolved

* Access knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution

* Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations

* Identify, recommend, and develop customer-training programs to increase computer literacy and self-sufficiency in coordination with the learning and development team

* Maintain inventory of all equipment, software and associated licensing

* Install new equipment, cabling and network devices

* Provide tier three support

* Assist tier one and two answering calls and tickets

* Setup and maintain computer images

Required Skills

* Knowledge of computer hardware and drivers, including Dell desktops and laptops

* Longstanding experience with desktop operating systems, including Windows 7/10

* Extensive experience in a Manufacturing environment

* Extensive application support experience in MS Office, MS Project and MS Visio

* Knowledge of AutoCAD, and various other engineering applications

* Knowledge of Mapics or AS400

* Knowledge Active Directory, DHCP, DNS and Group Policy

* Cisco Meraki

* Cisco Call Manager & Presence

* Ability to effectively prioritize and execute tasks in a high-pressure environment

* Ability to shift priorities quickly to accommodate business needs

* Mobile Device Administration

* Exceptional customer service orientation

* Knowledge of networking protocols specifically TCP/IP

* Assist Network/System Administrator and other IT staff members in the implementation of major system changes, network redesign and systems integration

* Exceptional written and oral communication skills

* Exceptional interpersonal skills, with a focus on listening and questioning skills

* Strong documentation skills

* Ability to absorb and retain information quickly

* Ability to present ideas in user-friendly language to non-technical staff and end users

* Keen attention to detail

* Proven analytical and problem-solving abilities

Required Experience

Education: Associate Degree, Computer Technology.

Experience: 5-8 Years Relevant Experience.

Must be eligible to work on defense and other programs subject to ITAR regulations; candidates must be a U.S. Citizen or a U.S. Permanent Resident (Green Card); Ability to obtain security clearance.

Anaren is a VEVRAA/Federal Contractor and EEO/AA Employer, including disabled and veterans.