Desktop Computing Analyst

Summary

Essential Functions

• Buils, installs, tests and inventories desktop hardware, software, printers, smartphones and other end user devices.
• Works with Microsoft Windows, Windows Embedded, Macintosh and other operating systems, as needed.
• Installs and configures network connectivity devices.
• Utilizes documented instructions for installations of supported products.
• Provides support in an on-call rotation.
• Troubleshoots simple to moderate desktop hardware/software and network connectivity problems with minimal assistance.
• Maintains pre-defined time frames for resolution with customers.
• Installs approved, properly licensed software according to departmental standards.
• Resolves problems or follows proper escalation process within defined Service Level Agreements (SLA) time frames.
• Documents changes to inventory in the asset system.
• Utilizes standard desktops and centralized desktop management tools.
• Ensures that Statements of Work (SOW) and SLAs are complete and accurate, and escalates if proper SLA agreements have not been met.
• Documents trouble tickets in the problem management system.

Minimum Qualifications

• Associate’s degree, or an equivalent combination of relevant education and experience.
• Six (6) months of desktop analysis experience.
• A+ certification required within 6 months of hire.
• Microsoft Certified Professional (MCP) certification in related area or related certification preferred.