Technician Desktop Support Analyst

System/Application/Network Support

Install, upgrade, support and troubleshoot Enterprise Applications.

Install, upgrade, support and troubleshoot Phone Issues (Both Desk and Mobile).

Install, upgrade, configure and support firewalls, routers, and switches.

Ensure desktop computers interconnect seamlessly with diverse systems including Azure AD, device management, Office 365, file servers, email servers, application servers, and administrative systems.

Diagnose and quickly resolve a wide range of applications and networking problems to help minimize downtime.

Troubleshoot network connectivity in a LAN/WAN environment.

Install, upgrade, support and troubleshoot Windows and Microsoft Office and any other authorized desktop applications.

Install, upgrade, support, diagnose, troubleshoot, repair and maintain all hardware, software and equipment (including but not limited to PC, terminals, laptops, mobile devices, PDA’s, printers and scanners) to ensure optimal workstation performance.

Perform general preventative maintenance tasks on computers, laptops, printers, desktops, cell phones and any other authorized peripheral equipment.

Customize desktop hardware to meet user specifications and site standards.

Safely package equipment for branches and arrange for the transport of the equipment.

Dealing with hardware and application support queries and issues reported to the support desk.

Email account administration, i.e., account creation and management and distribution lists on Office365.

User account administration, i.e., account creation and management and password resets on Active Directory.

Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

Use tools and methodologies to load, copy and customize operating system configurations for deployment.

Provide backup support and some Network Administration as needed.

Track hardware and software inventory.

Maintain adequate knowledge of operating systems and application software used to provide a high level of support.

Maintain and consistently demonstrate a general knowledge of company guidelines, processes, practices, and procedures.

Qualifications

The person should be prepared / willing to do any other reasonable and lawful instruction/task and ensure that it is normally carried out on time and correct.

Absolutely critical thinker able to handle questions and solve problems on the spot.

Able to provide great customer service and a positive attitude even in the toughest situations.

Experience

3-5 years of hands-on configuring firewalls, routers, switches along with desktop support experience (or other directly relevant experience).

Education

A Certificate, Associate's or Bachelor's degree in Computer Science/Information Systems (or related discipline) or IT experience with firewalls, routers, servers, switches.