Desktop Support Analyst

Description

Our client is seeking a Deskside Technician Lead (DST) who will provide OS and software support for corporate users. They install, repair, and perform preventive maintenance on, and supply, and inventory personal computers and related equipment. They work with technical support and other IT teams to detect and rectify system performance problems that affect the productivity of corporate users. Typically, they identify areas for improvement and coordinate the deployment of technology solutions. In some locations, they may be responsible for modifying, repairing, and conducting preventative maintenance on other IT equipment and related systems. They may set up, coordinate, and monitor the operation of IT equipment associated with a data center. They perform other troubleshooting activities as required.

What You'll Do

• In addition to level III activities: Lead a team of DSTs in Level I, II and III activities by delegating and monitoring incidents, tasks and projects.
• Coordinate team activities and daily tasks.
• Ensure problem resolution by following-up with users and DSTs on escalated issues.
• Work with Standards committee and vendors to develop and maintain PC, Mac, or laptop standards.
• Assist with team reviews, team cross-training, team development, and team meetings.
• Work with DST team members to create and maintain documentation related to specific facilities.
• In addition to Level III: Involved in vendor roadmap and corporate standard hardware and software meetings.
• Participate in maintenance and troubleshooting activities related to network and telephony systems in corporate and field offices. May include installing hubs, switches, routers, and phone system support.
• In coordination with other IT groups, participate in troubleshooting exercises related to end user performance problems. May provide periodic reports related to IT activities to non-IT groups.
• Provide facility report in Daily Health Check meeting.
• Handles property management issues involving building mechanical systems such as HVAC, electrical, plumbing and security.
• Basic Active Directory tasks.
• Submit request to access network resources (network shares/folders, mailboxes, distribution lists and calendars).
• San Ramon only: Assist Deer Park team should disaster occur/recover plan in place.
• Deer Park & Boston: Complete IDX forms for new hires, transfers, and termination.
• Boston only: Train new employees on computer and phone systems.

Requirements

• Bachelor's degree preferred.
• 6+ years' of recent experience supporting windows based PC's in a Lead or Supervisory level.
• Desired certifications or equivalent experience strongly encouraged: A+, CNA, MCSE, Apple Certified Technician (ACDT), Apple Certified Portable Technician (ACPT), Cisco.
• Proficiency and expertise in Microsoft Windows XP, Mac OS X is a plus, Office Suite and network architecture.
• Familiarity with window Terminal Services and basic network concepts (DHCP, DNS, WINS), LAN/WAN, antivirus systems, RDP, VPN and wireless.

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