Desktop Support Analyst

Description

The Desktop Administrator will be responsible for diagnosing and troubleshooting PC systems, software/hardware updates, maintaining backups, diagnostics of failing components, and imaging/deployment of new systems. The desktop administrator supports end users remotely to resolve their PC problems along with arranging for systems to be shipped to the administrator for resolution. This position relies on instructions and pre-established guidelines to perform the functions of the job
Functions/Responsibilities:
Provide subject matter expertise in resolving incidents and problems.
Execution of service requests.
Contributes to the planning and organization of the deployment of new systems.
Participates in departmental and cross-departmental IT projects.
Lead and train fellow desktop administrators in organizational procedures.
Assists in organizational training
Contributor of the knowledge store used by the desktop support team.
Monitor activities performed by the desktop support team and ensure that execution is compliant with procedures.
Ensure that asset management library is accurate.
Follows best practices and standards for the desktop support team.
Execute the asset management procedure.
Contributes to the project planning of hardware and software procurement process.
Required Experience:

What you bring to the team:
Competencies:
2+ years' experience in desktop support Microsoft certifications relating to desktop support preferred
CompTIA A+ Certification is preferred
Excellent customer service skills
Strong inter-personal and communication skills
Strong troubleshooting skills
Ability to explain and document procedures verbally and in writing
Demonstrated ability to act proactively
Demonstrated ability to prioritize and document tasks / activity
Demonstrated ability to enact improvements within IT environment / end-user experience
Experience working in a fast-paced support environment
Experience using ticketing tool to react to failures, requests and escalations
Experience with desktop imaging, inventory, and reporting tools
Strong familiarity and support experience with thin-clients technology
Strong understanding of support requirements related to Windows Desktop OS
OS security (rights, privileges, account) and hardening (upgrades, patches, registry) techniques
Experience in Active Directory management
Experience in PowerShell Scripting preferred
Experience in SalesForce strongly preferred
Basic understanding of phone support (basic troubleshooting, setup)
Basic understanding of support requirements related to Windows Server OS
Basic understanding of Networking/Security technologies (Ethernet, routers, switches, firewalls, VPN, etc.)
Education:
Associate's degree (or higher) or 2+ years detail oriented work experience
Required License(s)/Certification(s):
Valid, active driver's license with a good driving record as defined by the Company's current insurance provider.

Requirements

Android Development, Cisco Technologies, Citrix Technologies, Computer Hardware, Dell Technologies, Active Directory, Apple Devices, Backup Technologies, Computer Hardware, Configuration Management, Deskside Support, Basic Network Troubleshooting, Network Connectivity, Microsoft Windows Server

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