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Support Desk Specialist II in Ringwood at ProQuest

Date Posted: 2/6/2018

Job Snapshot

  • Employee Type:
  • Location:
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:

Job Description

The Enterprise Support Systems Analyst II is responsible for maintaining most activities performed by the Enterprise Support team, including all problem resolution and support. An Analyst II is expected to have intermediate to advanced skillsets for the following:

Duties and Responsibilities:

• Complete or escalate tickets from phone queue and ticketing system as required.

• Provide 1st level problem resolution.

• Asset tracking.

• Hardware and software analysis, testing, and configuration required to determine system functional specifications.

• Assist with the design, documentation, analysis, and testing of computer systems and programs.

• Build and configure system images for laptops and desktops.

• Provide limited support to Active Directory (AD).

• Provide 1st level Audio Visual/conferencing support.

• Provide 1st level remote sales/site support.

• Provide 1st level Virtual Support.

• Provide Apple support

• Support all mobile devices (cell phones, pagers, and smart phones), including deployment, repairs, tracking.

• Operating System reimaging.

•   Continue to increase expertise by staying current with industry trends through technical journals and on-going education.

Skills and Competencies:

• Ability to troubleshoot hardware or software related problems.

• Excellent communication skills with both technical and non-technical users over the phone, in person and through progress reports, e-mail and other written documentation. Capable of establishing professional and positive relationships with users.

• Working knowledge of office automation software, including Microsoft AD, Exchange, Multi Function printers, Microsoft Office Suite and other third party products.

• Knowledge of Powershell is desirable.

• Provide Mobile device support for Blackberry, Iphone, and Android devices.

• Ability to work in a team environment for positive outcomes, generating trust. Recognizes impact of each individual on the team as a whole.

• Must be independent, self motivated, detailed oriented and highly organized.

• Capable of managing multiple tasks and of meeting aggressive deadlines

• Excellent problem solving and fault diagnosis skills.

• Ability to use technology to automate procedures/processes.

• Excellent interpersonal and communication (written and verbal) skills.

Qualifications, Education and Certifications (Minimum Requirements):

2+ years experience in a similar help desk role.

Recent pass in Comp TIA A+, or Microsoft certification in at least one of the folllowing


Ancillary Qualifications:

  • BS in computer science or computer-related field.
  • Advanced knowledge of PowerShell.
  • MCSE certification

Working Conditions:

  • This position may be based in any of the Proquest office locations
  • Occasional travel is required.
  • This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.
  • Lifting of IT equipment under 50lbs.