• Help Desk Analyst

    Posted Date 2 months ago(2/6/2018 8:23 AM)
    # of Openings
  • Overview

    Headquartered in Atlanta Georgia (in the King building at 400 and Hammond Drive), Envistacom is a privately held technology company that provides counterterrorism, cybersecurity and communications solutions to U.S. and coalition partners in the aerospace, defense and intelligence communities. Customers rely on Envistacom for innovative technology and subject-matter expertise to achieve their missions in identifying and defeating global threats. Envistacom is a trusted partner in protecting military personnel, civilians and critical infrastructure around the world.




    • Respond to requests for technical assistance in person, via phone, electronically
    • Provide user support and customer service on company-supported computer applications and platforms
    • Troubleshoot problems and advise on the appropriate action.
    • Diagnose and resolve technical hardware and software issues
    • Research questions using available information resources
    • Follow standard help desk procedures
    • Log all help desk interactions
    • Keep internal and external customers abreast of issue status
    • Administer help desk software
    • Redirect problems to correct resource
    • Assess faults, prioritize, respond, and escalate accordingly
    • Identify and escalate situations requiring urgent attention
    • Track and route problems, requests and document resolutions
    • Monitor and track failed equipment shipments
    • Prepare activity reports
    • Inform management of recurring problems 
    • Stay current with system information, changes and updates
    • Actively seeks ways to improve existing processes and systems
    • Interpret technical documents and manuals and recommend revisions as needed


    Education and Experience:

    • Bachelor’s degree preferred
    • Working knowledge of fundamental operations of ServiceNow
    • At least 4 years’ experience in the following areas:
          • RF Satellite communications
          • Network architecture to include: Routers and switches
          • Microsoft Suite of Software
          • 4+  years related experience and training in troubleshooting and providing help desk support
          • Knowledge and experience of customer service practices 

    Key Competencies

        • oral and written communication skills
        • learning skills
        • customer service orientation
        • problem analysis
        • problem-solving
        • adaptability
        • team interaction
        • planning and organizing
        • attention to detail
        • stress tolerance



    Benefits: Medical/Dental/Vision/401k+match


    Envistacom is proud to be an Affirmative Action/Equal Opportunity Employer. Envistacom provides equal employment opportunity for all persons, in all facets of employment and maintains a drug free workplace and performs pre-employment substance abuse testing and background checks. We encourage minorities, women, veterans, LGBT and disabled individuals to apply.


    Please - no recruiters or staffing agencies


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