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Help Desk Analyst

Palo Alto, CA
Job Title:       Help Desk Analyst
Type:            Contract Palo Alto, CA
Duration:       6 Months
Provides information technology (IT) support by gathering needed information; formulating an action plan and troubleshooting the issue; interpreting test results to determine if further action is necessary; reviewing and contributing to knowledgebase documentation; resolving issues directly; monitoring and responding to phone calls, emails, task requests, and walk ups; and engaging support teams as needed.
Logs all customer problems and tracks the calls through to resolution.
Ensures timely escalation of customer problems by assigning an appropriate priority and resolution target
Responsible for prompt, accurate status and feedback on problems to customers and management.
Provides day to day end user support. Diagnoses causes of problems being encountered, and determines/ suggests needed corrective actions
Install and troubleshoot networked and stand alone PCs and printers 

- IT Program Establishment & Management
- Laptop Hardening & Imaging
- Corp Asset Management
- Disk Encryption
- Anti-Malware
- Okta - Administration
- GSuite - Administration
- Support & Troubleshooting
- Procedure Creation
- JIRA/Confluence Administration
- Background Information:
- All Mac Environment
- Est 20+ Macbooks (Mix of contractors and FTEs)
Technical Skills Required:
2 year college degree or certifications a plus (preferred)
2 Years of Help Desk experience IT Consultant:
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