Desktop Support Analyst I provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources daily, relying on experience and established procedures to analyze and resolve technical support incidents and problems.

Overview:

Desktop Support Analyst I provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources daily, relying on experience and established procedures to analyze and resolve technical support incidents and problems.

What you will do:

Efficiently categorize, prioritize, and diagnose incidents and service requests received via ticketing system.Prioritizes own workflow to meet deadlines as assigned by the leadership team.Provides technical assistance to end-users and/or guidance to acquire resolution within established SLAs.Efficiently images, installs, tests, and maintains desktops, laptops, thin-client terminals, peripherals, printers, and multiple desktop applications.Proactively contact end users with follow-up telephone calls, IM or Email messaging or direct personal interaction.Establishes a proficiency in the applications, system interface, tools, and processes within the department's scope.Develops proficiency in the business support processes that drive the applications within the department’s scope.Participates in small- and large-scale PC-related projects.Coordinates and performs PC equipment moves as requested by Facilities management.Collaborates with Asset Processing team to manage hardware and software inventory.Creates, maintains, and adheres to required departmental SOPs as assigned by the leadership team.Assists Service Desk Analysts with technical service request escalations.Provides hands-on support for Engineering and System Admin teams, as requested.Participates in on-call support rotation, including additional night and/or weekend hours.Available to travel, as requested.

If you are a good fit for this job, you will have:

The following are required to enable job holders to perform the essential functions of the job.

1-2 years of PC hardware/software technical support experience.Minimum 2 years of networking, voice/data cabling, telecom, and Audio/Visual experience.Minimum 2 years of experience supporting mobile devices.1-2 years of advanced software support experience (examples: Microsoft, Apple, Oracle, Putty, etc.).1-2 years Networking, Server, and Telecom support experience.Technical Certification (examples: CompTIA, CCNA, Microsoft, etc.).Excellent customer experience, communication, and collaboration skills.Strong detail orientation and organizational skills.Ability to lift IT equipment, up to 50lbs, including desktops, printers, server racks, blades, and UPS.Works well in high pressure situations and with multiple task assignments.High school Diploma or equivalent work experience.Associates degree a plus.