The Consumer Electronics Association has an exciting opportunity for a Help Desk Analyst to provide general support to users through management of the IT Help Desk function. This would primarily involve trouble-shooting of software/hardware problems and providing network connectivity to all end users.
Critical Duties and Responsibilities: Under limited supervision, respond to customers' telephone or e-mail inquiries concerning computer and telecom support requests, systems status and network connectivity. Provide webcast and podcast support as needed. Inform director of department about concerns relating to systems, operations and personnel, while suggesting and implementing corrective action. Identify sources and trends of technical problems to prevent future occurrences. Monitor the Support Center phone queue and the TrackIT Help Desk queue to handle any overflow of calls while utilizing the TrackIT Help Desk tool to route the documented ticket/s as necessary. Maintain and ensure the accuracy of departmental documentation relating to support procedures for line of business applications. Provide input and feedback to improve Help Desk operating procedures. Manage hardware and software inventory. Other duties as required by business needs.
Work Experience: Two + years of hands-on technical support with extensive user interaction in a LAN- based workstation environment, preferably involving Windows 2000 or Windows XP, and MS Exchange. Two + years installing, configuring and troubleshooting Windows XP Professional and Office Professional 2000/2003.
Skills/Capabilities/Technical: Strong working knowledge and experience with the following: Windows XP Pro, Office 2000/2003, Microsoft Active Directory, MS Exchange server, and general networked desktop hardware and software support. Working knowledge and experience with some or all of the following: MS Office, and /or Macintosh desktop support. Experience working with ethernet-based network devices including routers and switches. Strong technical aptitude. Excellent interpersonal and communication skills. Ability to prioritize and handle multiple simultaneous tasks and a strong customer service attitude.
Additional Information: The person in this position will provide user account maintenance, server updates, and desktop support to nearly 200 network nodes. Person should be responsible, self-motivating and able to follow-through with assigned tasks with little intervention from management.
The Consumer Electronics Association (CEA) is the preeminent trade association promoting growth in the consumer technology industry through technology policy, events, research, promotion and the fostering of business and strategic relationships. CEA represents more than 2,200 corporate members involved in the design, development, manufacturing, distribution and integration of audio, video, mobile electronics, wireless and landline communications, information technology, home networking, multimedia and accessory products, as well as related services that are sold through consumer Channels. Combined, CEA's members account for more than $161 billion in annual sales. CEA also produces and manages the International CES the worlds largest consumer technology tradeshow held in Las Vegas each January.
CEA was voted as one of the top 50 companies to work for by the Washingtonian Magazine. CEA offers unique and excellent benefits including leading edge PPO health insurance, six percent match on 401k, pension plan, 10 percent incentive bonuses, 35 hour work week, onsite bootcamp, yoga, weight training, excellent training programs, and much more. Learn more about our unique employee culture.
