Desktop Analyst

Provide second level desktop technology support for critical components of the business, which may include servicing multiple locations. Configure, install, maintain, and troubleshoot end user computing devices, related applications, and peripherals, which will include desktops, laptops, mobile devices, workstation operating systems, and related network. Collaborate with level three support subject matter experts to escalate and troubleshoot issues and support and execute desktop projects (e.g. deployment, installation, tool/process creation, and implementation).

Preferred Qualifications

• Certifications preferred: A ; Microsoft Certified Professional (MCP); Microsoft Certified Systems Engineer (MCSE)
• Demonstrable understanding of LAN/WAN network infrastructure, such as cabling, switches, routers and hubs, and acceleration/de-duplication devices.
• Confident and comfortable taking the lead by establishing command and control during troubleshooting or recovery scenarios.
• Good communication and interpersonal skills.
• Ability to handle numerous projects simultaneously with extraordinary attention to detail, vitality, focus, and discipline, which includes coordinating the work others and ensuring outcomes meet expectations.
• Strong analytical and problem solving skills.
• Confirmed ability to collect and present meaningful system statistics and other metrics.
• NOTE: The company does not offer sponsorship for this opportunity.

Responsibilities

• Provide quick response and resolution to brought up requests (e.g. second level support for the Help Desk) regarding desktop issues/needs related to desktop, laptop, operating systems, application software, printers, and/or mobile devices. Support may include providing technical support and issue resolution via telephone, email, and desk-side, procurement in collaboration with the procurement team, and tracking of equipment, software, and corresponding licenses, mentoring junior level associates in skill development, application knowledge, and eye for business.
• Provide sophisticated level two support for assigned systems. Serve as a critical issue point for specific assigned area of expertise, field technical support questions and issues from end-users, and independently collaborate with vendors to resolve issues. Perform troubleshooting and diagnosis for system failures. Recommend and implement fixes/improvements to prevent recurrence.
• Complete the imaging, installation, and/or deployment of desktops, laptops, mobile devices, operating systems, application software, printers, and peripherals (e.g. new and upgrades) on both a one-off and project basis. Handle detailed and timely set-up of computing equipment for new end-users. Maintain user account information including rights, security, and systems groups. Fulfill equipment requests (e.g. personal computers and mobile devices).
• Complete the onboarding of new and existing end-users through equipment procurement, user set-up, access administration, and shipment of equipment, as vital. Partner with vendors to ensure timely and accurate fulfillment of orders, as well as resolve problems/issues.
• Provide outstanding customer service to meet the desktop technology needs of end-users. Work to proactively understand end-user computing and desktop technology needs. Maintain a high level of client happiness through effective communication and timely resolutions. May participate in on-call rotation to efficiently support end-users.
• Independently create, implement, document, and maintain best-in-class processes for software/hardware requests, fulfillment, and deployment of software and operating systems, which includes upgrades/fixes, ensure timely response and fulfillment, as well as end-user satisfaction. Provide mentoring, technical, and process expertise to junior level and level one support members of the desktop team (e.g. Help Desk), as appropriate.

Required Qualifications

• Associate degree with a focus in Computer Science, Business, related field; or equivalent work experience.
• 3-5 years of significant experience required.
• 3-5 years consistent record with hands-on PC repair and troubleshooting.
• 3 years of experience imaging, installing, updating hardware, software, and operating systems (specifically Windows current version minus one operating systems).
• 3 years of experience installing packaged software.