Senior Help Desk Analyst

Senior IT Field Analyst (Atlanta, GA)

Optomi, in partnership in partnership with a global consumer goods company, is seeking an experienced Senior IT Field Analyst for their Atlanta, GA location! The analyst will perform Installation, setup and support of PC’s, Mac’s, printers and other peripheral devices, bringing background knowledge of Windows OS, Mac OS, and productivity applications. Furthermore, the right candidate will ensure technical incidents/tasks are processed and completed in a timely and accurate manner, traveling to sites when necessary!

What the right candidate will enjoy:

• Highly competitive pay and growth opportunities!
• The opportunity join a company that values high performance, innovation, and inclusion!

Experience / Attributes of the right candidate:

• High School Diploma or equivalent.
• A college level degree or completed courses in computer sciences or related fields, or related relevant experience.
• Minimum 5 years of related work experience in desk side or call center support.
• Strong process and analytical mindset.
• Confident in decision making and problem solving.
• Good verbal and written communication.
• Strong inter-personal skills and can confidently relate to all end users.
• Demonstrate strong organizational skills.
• Team player: willingness to ‘do’.
• Must be able to work independently with little supervision; must also possess good judgment, knowing when to escalate issues.
• Ability to establish priorities and follow through objectives.
• Actively stays abreast of new and current technologies.

Responsibilities of the right candidate:

• Installation, setup and support of PC’s, Mac’s, printers and other peripheral devices.
• Installation and support of software applications.
• Knowledge of Windows OS, Mac OS, and productivity applications.
• Answering technical/support questions for the user community.
• Diagnosing, troubleshooting, and resolving hardware and software problems.
• Ensure technical incidents/tasks are processed and completed in a timely and accurate manner.
• Provide correct routing and escalation when required.
• Communicate status of issues with requestor and management in writing and verbally.
• Create and edit technical and training documentation.
• Contribute to a positive and cohesive team.
• Provide mobile user support – remote connectivity.
• Provide on call support during all non-business hours.
• Provide instruction to new employees on PC systems and policies, such as how to log onto the network, access email and other corporate systems and give an overview of current IT policy regarding the use of such systems.
• Travel to other sites as necessary.