Desktop Support Analyst

Location: Aurora, CO

Type: Full-Time, Direct Hire

Schedule: 4 days onsite, 1 day work from home

Salary: $65k - $75k - Based on experience

POSITION SUMMARY

Under the supervision of the Manager of Desktop Support, the Desktop Support Analyst will provide second-line technical support for all staff via phone, email, online and in person. They are responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

ESSENTIAL FUNCTIONS & WORK DUTIES

Diagnoses and resolves software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.

Assists users with any logged IT related incidents via phone, in person or remote sessions.

Builds, configures, deploys, maintains, troubleshoots and supports computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.

Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems; determines the source of problems and classifies their level, priority and nature.

Installs and supports PC, laptop, tablet and mobile hardware and software.

Creates alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.

Participates in hardware and software reviews and recommends purchases.

Maintains inventory of installed software, manages software licensing and creates policies and procedures for upgrades.

Works with hardware and software vendors to verify timely product delivery and ensures that new equipment is installed and ready to operate on schedule.

Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, printers, and administrative systems.

Documents procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.

Takes ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

Accurately records, updates and documents requests using the IT service management system.

Creates, maintains and publishes relevant support documentation or knowledge articles in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.

Follows up with clients to ensure their systems are functional and tickets are resolved to their satisfaction.

JOB REQUIREMENTS/EXPERIENCE

Education: Bachelor's degree in an IT field or an equivalent combination of education and experience. Experience: Minimum of three years' experience as a Desktop support professional or other related experience. Healthcare IT with experience or knowledge of HIPAA preferred.

Knowledge, Skills, and Abilities:

Demonstrates support for the company's mission, vision and values with excellent verbal, written and interpersonal communication skills.

Excellent customer service skills with ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

Knowledge of active directory and GPO (Group Policy Objects).

Solid understanding of Microsoft Office 365. Familiar with Microsoft System Center Configuration Manager (SCCM).

Experience in designing and deploying desktop and laptop endpoints.

Knowledge of Windows 7 and Windows 10.

Hands on experience in Desktop OS & applications.

Excellent problem-solving and multitasking skills with ability to manage changing priorities.

Microsoft certification preferred.

ITIL Foundation certification preferred.

May be required to manage multiple priorities and projects with tight deadlines.

Licenses/Certifications: One or more of the following certifications are preferred: A+ Certification, Microsoft Certified Solution Expert (MCSE), HDI Desktop Support Technician (HDI), Information Technology Infrastructure Library (ITIL).

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

Ability to speak, understand, and communicate the English language effectively.

Ability to hear adequately on the phone or in person and group settings.

Ability to work in front of a computer screen and keyboard, sitting and/or standing up to 8-10 hours per day (possibly longer if overtime is required).

Ability to lift up to 50 pounds.

Ability to work in normal office environment conditions and with various office equipment (i.e. computer, keyboard, mouse, calculator, copier, printer, fax, scanner, telephone).

Mobility necessary to access various offices and a wide variety of meeting settings.

Mobility necessary to perform a variety of tasks that involve standing, walking, sitting, stooping, kneeling, bending and twisting, occasionally climbing stairs or using an elevator, possibly reaching chest high and overhead for materials.

Possess faculties, mobility and ability necessary to access research and interpret information from a variety of media (e.g., computer screen, projected images, and printed material) and individuals.

The employee normally works indoors in a typical, temperature-controlled office environment. Noise level in the work environment is usually moderate.

There may be distractions such as phone calls, work interruptions, and communication from coworkers.

Benefits:

Medical, dental, vision insurance that starts the first day of the month following start date.

Supplemental insurance such as critical illness and accidental injury.

Health care and dependent care flexible spending account options.

Employer-paid basic life insurance and AD&D (employee, spouse and dependent).

Short-term and long-term disability coverage.

Voluntary life insurance (employee, spouse, dependent).

Paid time off

Retirement plan

Tuition reimbursement (based on eligibility).

Annual bonus program (based on eligibility, requirements and performance).

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.