What are the responsibilities and job description for the Service Desk Analyst position at DK Consulting, LLC?
Location: Crownsville, MD (100% on site).
DK Consulting Overview: Founded in May 2003, DK Consulting, LLC, a woman-owned small business, was formed to provide management and technology solutions based on industry best practices. DK Consulting, LLC works with multiple State, Federal, and Commercial customers, and our services range from providing customers with that one ‘critical resource’ to assuming responsibility for an entire IT project. We offer excellent benefits and provide exceptional employee management.
Duties and Responsibilities:
- Provide day-to-day support troubleshooting software and hardware Tier I service requests.
- Work with end users to identify and deliver required PC services.
- Install, configure, test, maintain, monitor, and troubleshoot end-user network peripheral devices.
- Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users
- Schedule and perform PC network hardware and peripheral equipment improvements and repairs.
- Consults with users to discuss local or wide area network software and hardware needs, to assess existing software and hardware and to survey the sites where networks will be located.
- Receive, log, and respond to incoming calls, pages, and/or emails regarding PC and/or hardware problems. Accurately document within the client’s service and problem ticket system.
- Prepares and assembles technical documentation and user documentation for network software and hardware.
- Diagnoses network software and hardware problems and makes repairs and adjustments or obtains service from software and hardware vendors and maintenance vendors.
- Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
- Enter data into the client’s Inventory database and spreadsheet systems.
- Process retirement work orders, which includes, collecting and stacking old computers and peripherals; removing hard drives; recording inventory information on the retirement log; and following all Maryland State procedures related to retiring old equipment.
- Perform an annual physical inventory of computer assets across all client locations.
- Tag and record all IT equipment deliveries at the appropriate client locations.
Education and Years of Experience: Bachelor’s degree in an IT related field is required along with 6 years of experience