Desktop Support Analyst

Job Description

Job Summary

Reporting to IT leadership, this role will collaborate to ensure proper computer operations, support of users, and the installation, monitoring, maintenance, support, and optimization of all hardware and software.

Duties/Responsibilities

• Provide helpdesk support and resolve problems to the end user's satisfaction
• Creates, reviews, and resolves help desk tickets
• Troubleshoots problems reported to the help desk and determines source and resolution
• Prioritizes requests for technical assistance
• Analyzes and resolves technical problems for established technologies
• Provides documentation and cross-training with other work area personnel
• Serves as technical specialist for technical problems and emergencies
• Works with vendors for resolution of problems
• Records and maintains hardware and software inventories, site and/or server licensing and user access and security
• Maintains confidentiality with regard to information being processed, stored or accessed by the network
• Assist with the on-boarding of new users
• Train computer users
• Install, configure and upgrade desktop hardware and peripherals
• Creates documentation and reference materials to streamline future problem resolution.
  
  
  

Qualifications

Required Skills/Abilities:

Communication/Customer Service - positive customer service skills to be able to assist customers in a friendly and helpful manner.

• Attitude - A positive and work-hard attitude is a core competency is essential for this role.
• Adaptability - Having the adaptability and willingness to learn new things is key in this role. There are subtle nuances with our software and systems that will require continuously learning new information and solutions.
• Ticketing system such as Jira, Zendesk, Salesforce Ticketing, or other comparable systems
• Experience with Microsoft Active Directory (2008 ), Exchange 2010
• Knowledge of TCP/IP, DNS, and DHCP
• Proficient in Microsoft Office Suite
• Windows Server Administration 2008/2012
• Exposure to TCP/IP networking principles
• Hardware Skills (PC, laptop, printers, mobile devices
  
  
  

Education And Experience

• 3 years desktop support / help desk support experience.
• CompTIA , A a/o MCSA certification(s) are a bonus
  
  
  

Physical Requirements

• Needs ability to use a keyboard to enter and retrieve data
• Ability to Lift and/or carry 5-20 pounds and/or pushing a cart, if necessary
• Ability to walk up and down flights of stairs on a regular basis
• Must be able to access and navigate each department at the organization’s facilities.