Lead Desktop Support Analyst

RESPONSIBILITIES:
Kforce has a client that is seeking a Desktop Support Analyst in Tampa, FL.

Primary Responsibilities:
* Determine the appropriate course of action within the incident management process (ITIL)
* Works under limited supervision on non-routine, moderately technical assignments
* Regularly use judgment in work assignments and decision making that affect operations
* Provide a solution to technology related problems, issues, and questions, or escalate them to the appropriate support areas
* Utilize and update knowledgebase
* Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure)
* Update and close ServiceOne tickets for work being performed
* Maintain technical/professional knowledge by reviewing publications, establishing personal networks, attending training
* Required to work at various locations during storm restoration efforts

Additional Responsibilities:
* Research and resolve more difficult and complex problems that have been escalated to the next leve
* Analyze and identify trends in incident resolution
* Mentor other peers on hardware and software analysis and resolution
* Provide customer training in the field of desktop/laptop use, mobile users, remote access, email systems, printers, and multifunctional devices
* Participate or lead larger projects that will implement changes on desktop systems and applications throughout the company; Develop, define, and communicate technical procedures for products supported by IT
* Provide support to the Asset Management group to include installation of desktops, laptops, printers, and miscellaneous peripherals
* Work closely with management on daily issues and long-term projects
* Contribute to the improvement of the department's service to the organization through creative thinking and idea sharing
* Talk with team members and research problems and find solutions, communicates with programmers to explain software errors or recommend changes

REQUIREMENTS:
* High School diploma or equivalent
* Associate's or Bachelor's degree in a computer-related field or Business Administration with concentration in Computer Science; Bachelor's degree and 2 years of experience or an Associate degree and 4 years of experience may be considered
* ITIL certification or to be obtained 6 months of employment in this position, and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience
* Valid Florida Driver's License
* 6 years of related IT experience
* Must be able to acquire and maintain knowledge of relevant product offerings and support to provide technically accurate solutions to customers
* Tasks may require handling objects up to 25 pounds on a routine basis
* Preferred: Microsoft Certified Desktop Support Technician (MCDST) and Microsoft Certified System Administrators (MCSA)

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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