HELP DESK COORDINATOR

AECOM is a global provider of professional technical and management support services to a broad range of markets, including transportation, facilities and environmental. With approximately 28,000 employees around the world, AECOM is a leader in all of the key markets that it serves. AECOM companies provide a blend of global reach, local knowledge, innovation and technical excellence in delivering solutions that create a better world in which to live and work. AECOM serves clients in more than 60 countries and has annual revenue of approximately $3.4 billion.

We are seeking a Help Desk Analyst in our Downtown Los Angeles office.

Job Description:

·TThese individuals will be providing Level I and II support and will be working with a team currently of 8 Help Desk Analysts and 1 supervisor. This team currently supports a growing number of end users which is currently in the ball park of 10,000 end users in North America. This team will be transitioning into a 24X7 Help Desk Support Center that will expand its technical support from a national support level to an international support capacity. This will occur during Summer of 2007.  All of the Help Desk support will be provided via phone. The average number of calls will be approximately 25-30+calls/day. The team currently utilizes USD Tracking Software to track the calls received.  This person will be responsible for assisting the end user to his/her best capability and if the technical issue cannot be easily resolved, the trouble ticket will then be escalated by the Help Desk Analyst to Desktop Support Specialist based in the appropriate geographic area. From this point, the ticket is no longer the responsibility of the Help Desk Analyst. This Help Desk Support Center is currently providing support from 5 am to 2am. However, this will change in the future to a 24/7 support. Must be open to working three shifts morning, swing, and graveyard.



Required Skills:

·Looking for minimum of 3 years of Help Desk experience a plus if 5 years or more.

· 3 years of experience supporting Oracle applications (ex - Oracle Financials and Projects) is strongly desired, but not a must have.

·Experience supporting a call volume of 25-30+ calls/day.

·Experience working within an Enterprise environment (ex - 500+ end users) Experience supporting MS Outlook Fast Learner Professional Certifications are a Plus.

· Strong Windows XP and MS Office support experience.

·Strong competency in supporting PC and Laptop Hardware and Software.

· Wireless and PDA support is desired.

·Excellent Customer communication and written skills.

·Friendly demeanor.

·Proficiency Computer Associates Unicenter Service Desk Help Desk tracking software would be a huge plus.

· Experience using a remote control software application such as PC Anywhere (this client uses Net Meeting and Dame Ware) Positive team attitude with the ability to get along well with other staff members.

· A degree in Computer Science is strongly preferred.

EOE.