Help Desk Analyst

Company Name:
Motion Picture Association of America, Inc.
Under the direction of the Manager, Help Desk responds to inquiries and requests for assistance with the organization's computer systems. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the help desk.
Key Responsibilities
Log all help desk calls or email requests into incident tracking system.
Analyze and resolve incidents with a goal of 90% First Call Resolution.
Support at a minimum Microsoft Office, Windows 7 and XP, Password Administration, Hardware Diagnostics, Data Network Fundamentals, and Cisco wired and wireless networking.
Support a minimum Mac OSX 10.8 on Desktops and Laptops, Office 2011 for Mac.
Complete requests for Password Resets, printer, hardware diagnostics and special desktop releases.
Investigate causes, test solutions, and put solutions in place to reduce calls to the help desk.
Work to eliminate recurring problems.
Watch for trends that indicate potential problems and then eliminates the problems before they happen.
Manage and/or respond positively to complaints, problems, and sometimes negative and emotional behavior.
Promote a professional help desk image.
Understand help desk priorities and objectives and takes an active role in accomplishing these objectives.
Keep peers and management informed of trends, significant problems, unexpected delays and anything new in the environment.
Keep customers informed of global problems, scheduled downtime or anything that affects the computing environment.
Keep customers informed of progress on problems that cannot be resolved on first call.
Install and support MPAA approved software on MPAA workstations and laptops.
Provide and maintain data or voice services to conference rooms and offices.
Execute moves, adds, changes for desktop computing environments and Cisco IP phones.
Adhere to all corporate and department policies and procedures.
Perform occasional maintenance operations on weekends and after standard business hours.
Provide bi-daily activity reports summarizing independent day-to-day effort and results.
Recommend hardware and software purchases for computer equipment and supplies to the Helpdesk Manager.
Keep current on all the technology used in the environment supported.
Education, Experience and Technical Requirements
Bachelor of Science degree in Information Systems or related field, or equivalent combination of education and experience. Completion of Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer (MCSE) degree or Apple Certified Support Professional (ACSP) may satisfy education and experience requirement.
Two to four years work experience in an IT support function with proven MAC and PC support experience.
Extensive experience with Microsoft Windows 7, XP, Active Directory Users and Computers, Microsoft Office 2010 (Word, Excel, Outlook and PowerPoint).
Experience working with and troubleshooting Citrix, Cisco IP Phones, Cisco Network Switches, Exchange 2010, BlackBerry Enterprise Server, iPhone/iPad, SharePoint, Intranet, Apple Computers, Kaspersky Enterprise Antivirus, Acronis Imaging Software, GoTo Meeting, Skype, VMware, vSphere and Java.
Day to day operational knowledge of Microsoft System Center is preferred.
Must possess the highest level of work ethics and integrity with the ability to maintain confidential information.
Must possess the ability to learn technical product information quickly and accurately.
Must possess the ability to remain focused on what is important to the business despite distractions.
Must possess the ability to identify and resolve problems quickly and effectively.
Ability to take initiative to make improvements, anticipate customers' needs and looks for ways to create a better customer experience.
Contributes skills and capabilities to achieve the team's goals and is receptive to new ideas.
Ability to maintain flexibility, accept new challenges and assignments.
Ability to maintain a professional, helpful attitude while performing job responsibilities efficiently.
Must possess the ability to effectively interface with a variety of people and work well under stressful situations
If you meet the minimum requirements and are interested please complete our online application at https://home.eease.adp.com/recruit/?id=12071151. You must apply online to be considered a candidate for this position.

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