Desktop Support Analyst

Requirements

• High School diploma with 3-5 years' experience with Desktop and Server platforms
• Bachelor's degree in computer science is a plus.
• Certifications issued by Microsoft, Apple or CompTIA are plus.
• Problem solving and critical thinking abilities.
• Great customer service skills to patiently and calmly handle customers who are frustrated with their systems' technical problem.

Responsibilities

• Provides complex technical support, planning, and coordination for End User touch points of the distributed computer environment, including desktop, software, and hardware installation, support and distribution, and remote access technologies.
• Performs analysis, diagnosis, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies, and associated problems.
• Performs analysis, diagnosis, installation, and resolution of remote access technologies and associated problems.
• Performs analysis, diagnosis, coordination, and planning of horizontal network cable management processes including installation, moves, adds, changes, and repairs.
• Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.
• Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.
• Acts as a technical liaison with user groups and other IT partners for systems support and implementation.
• Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products.
• Responsible for partnering with the business units supported to understand the business impact of support issues.
• Responsible for project analysis, design, coordination, and planning for all technical components of desktop related projects.
• Captures and coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds, and changes within the desktop computing environment.
• Technical documentation of hardware/software additions or changes.
• Update inventory, addition or changes to the inventory database.
• Demonstrates creativity and initiative in problem solving.
• Updates and closes trouble tickets and service requests.