Technical Support Analyst

Technical Support Analyst

Job ID: 2013-16991

# of Positions: 1
Job Location: US-FL-Orlando
Position Type: Regular Full Time
Category: Information Technology

Overview

Pearson has one defining goal: to help people progress in their lives through learning. We champion innovation and we invest in models for education that deliver on our promise for effective, accessible, and personal learning from early literacy, college and career readiness to professional education, through data informed instruction and inventive applications for mobile and digital learning.

Pearson, the world's leading learning company, has global-reach and market leading businesses in education, business, and consumer publishing and is listed on the London and New York stock exchanges (UK: PSON; NYSE: PSO).

Pearson is an Equal Opportunity and Affirmative Action Employer, and a member of E-Verify. All qualified applicants, including minorities, women, veterans, and people with disabilities are encouraged to apply.

Responsibilities

Position Responsibilities
Summary:

- Provide first & second tier end-user IT support.
- Follow all policies and procedures outlined in the Service Desk manual.
- Help users in person and over the phone with various software and hardware problems including; Windows OS, web browsing, e-mail, word processing, spreadsheets, presentations, desktop publishing, scanning, and writing to CD and DVD burners, connecting users' computers to the network and toner in printers, cables, floppy drives, keyboards, mice, monitors, video cards and printer support.
- Maintain service desk inventory.
- Configure Workstation for new users, load ghost image, create new user accounts and configure network printers.
- Setup phones for new users.
- Assist with work station moves.
- Document computer Workstation and service desk policies and procedures.
- Run network and phone cables as needed.
- May install and test software.
- Work on special projects as needed.

Principal Responsibilities:

The responsibilities and duties of this position include but are not limited to:
- Observe the corporate service desk and provide support according to priority.
- Work with desktop and laptop imaging software for deployments
- Install and update hardware and software on workstations, as needed.
- Maintain neat and orderly service desk area.
- Is polite and helpful when working with co-workers.
- Recommend Workstation and service desk improvements.
- Refrain from engaging in personal activities including homework, games, web surfing, phone calls and online chat while on duty.
- Assist with IT documentation.
- Attend IT Update meetings.
- Participate in weekly Team meetings and activities.

Qualifications

- Microsoft Windows XP knowledge required.
- Microsoft Windows 7 knowledge required.
- Basic Active Directory knowledge required.
- Microsoft Windows 2003 networks knowledge preferred
- Microsoft Windows 2008 networks knowledge preferred
- Microsoft Exchange experience preferred.
- Microsoft Office 2007 experience required.
- Microsoft Office 2010 experience preferred.
- Ability to document performed tasks.
- Goldmine experience preferred.
- Ability to effectively communicate verbally, electronically and in writing.
- Ability to understand and follow oral and written instructions.
- Ability to meet an assigned work schedule.
- Phone system and ACD experience preferred.
- Ability to lift equipment such as projectors, laptops, PCs and monitors.

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