• Part-Time Service Desk Analyst

    Job Locations US-VA-Alexandria
    Job ID
    2018-1186
    Category
    Non-Engineer
  • Overview

    MPR is a multi-discipline, specialty engineering and consulting firm founded in 1964 and headquartered in Alexandria, Virginia. MPR makes challenging projects successful, delivering safe and reliable technical solutions across the entire project or product life-cycle to benefit our clients and society as a whole. MPR provides high quality services to the Power (including Nuclear), Federal, Health & Life Science and Consumer Products industries.

     

    MPR's highly motivated, talented, and innovative employees value interesting and challenging technical work as well as a desire for continuous learning. As MPR continues to grow, we seek individuals with an interest in expanding their technical, leadership, and business capabilities.

     

    General Job Description

     

    MPR is seeking a motivated and capable Service Desk Analyst to work 25 hours per week. The Service Desk Analyst will investigate and resolve software and hardware problems of computer users. The individual will provide technical support for MPR computers, operating systems, application software, telephones, and video conferencing systems. The Service Desk Analyst is expected to take ownership of user incidents and requests, resolve a variety of technical tier 1 and tier 2 hardware and software incidents, and be proactive when dealing with user issues. In addition, the Service Desk Analyst will participate in team efforts to achieve and support company objectives. This position is located in our Alexandria, VA office. 

    Duties/Responsibilities

    • Evaluates and prioritizes incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
    • Compiles information, troubleshoots problems and leads user through diagnostic procedures to determine source of error while resolving issue to user's satisfaction
    • Utilizes Service Desk ticketing software to ensure timely resolution and follow-up of incidents and requests. Coordinates with users, Systems Administrators, and the Service Desk Manager to escalate and resolve more complex problems.
    • Uses remote access tools to evaluate and troubleshoot issues for branch offices and remote employees
    • Develops a general understanding of specialty software used at MPR
    • Installs, configures and upgrades computer hardware and software
    • Collaborates with Service Desk Manager to develop and coordinate software training for employees, including user guides, help sheets, and FAQ lists
    • Coordinates with hardware and software vendors to request service and support with products

    Qualifications

    Education

    • Associate’s degree in a technical area or one year certificate from a college or technical school preferred
    • Candidate should possess A+ certification
    • Network +, Security+, and ITIL v3 certifications are a plus

    Experience

    • One or more years of related experience and/or training; or equivalent combination of education and experience
    • Prior experience supporting computers in a Windows 7 environment
    • Prior experience supporting desktop engineering applications such as Matlab, Mathcad, SolidWorks, Ansys, and CAD is a plus

    Skills

    The ideal candidate is:

    • Structured in their approach to troubleshooting and decision making with an emphasis on superior customer service
    • Proficient with Microsoft Windows 7 and Office 2013
    • Able to stoop, kneel, crouch, crawl, and handle or move up to 50 lbs while performing job functions. (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
    • Able to interpret documents, such as safety rules, installation and maintenance instructions, as well as procedure/operating manuals
    • Effective in verbal and written correspondence, especially email
    • Able to learn quickly and adapt to new technologies while multitasking
    • Able to keep sensitive information confidential
    • Persistent, has a questioning attitude and able to accept that in others

    Work Authorization

    US Citizenship is required.

     

     

    MPR Associates, Inc. is an equal opportunity and affirmative action employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, religion, age, disability, veteran’s status, sexual orientation, gender identity, genetic information or any other classification as required by applicable law.

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