PC Desktop Support Analyst I (on-site)

Responsibilities

• resolve incidents/service requests when possible
• escalate tickets when appropriate
• coordinate communications between team members and customer
• close resolved incidents/requests
• ensure thorough documentation of relevant details including the steps taken during investigation and resolution
• maintain, analyze, repair, and perform upgrades to computer systems, telecommunication devices, printers, fax machines, mobile devices, and other peripherals managed by the department
• assist with maintaining, analyzing, repairing, and performing upgrades to resolve incidents involving computer systems, telecommunication devices, printers, fax machines, mobile devices, and other peripherals managed by the department
• execute incident management processes, including analyzing and resolving hardware and software issues
• execute access management and request fulfillment processes, reviewing request to ensure adherence to established policies and procedures, communicating with customers to set expectations, providing recommendations, and obtaining necessary approvals prior to fulfillment or escalation
• escalate incidents and services requests to other support teams members and vendor resources as issues, risks, and/or permission limitations are identified
• provide solutions while investigating problems to help minimize the impact of IT incidents
• thoroughly communicate progress and information with customers and team members in the form of verbal and written communication, including capturing in service management systems the details of the incident/request, steps taken during investigation, and method of resolution
• monitor and participate in end-user support and education of information systems
• participate in efforts to review business needs, evaluate and identify solutions, engage in activities to upgrade or deploy new technology, and update service catalogue and define service levels when new services are supported
• maintain a high level of employee morale within the team
• attend and participate in meetings, committees, and training sessions as directed by Director of Information Technology
• work a flexible schedule, including flexibility to provide on call support

Qualifications

• help desk experience preferred
• experience with Microsoft Office, Windows, Windows Server, Remote Desktop, Active Directory and Exchange, printer/peripheral device troubleshooting, and support for mobile devices and tablets
• knowledge in the area of PC hardware and components, including desktops, laptops, mobile devices, printers, and other peripherals that connect to these devices
• experience troubleshooting connectivity issues and conducting/troubleshooting system diagnostics
• experience developing and deploying PC images and application packages
• experience with service management and asset management systems a plus
• excellent interpersonal, communication, and written documentation skills
• ability to speak, interpret and follow verbal and written instructions in English
• strong problem solving and analytical skills