Lead Desktop Analyst

Overview

Responsible and accountable for the smooth running of our computer systems within the limits of requirements, specifications, costs and timelines. Works with the VP Desktop Computing to ensure day to day activities support the needs and initiatives of the organization.  Dynamically manages the overall helpdesk ticketing queue while providing advanced support to our employees.  The Lead Desktop Analyst will have a proven professional experience and a detailed knowledge of industry’s best practice processes.

Responsibilities

1) Managing day-to-day activities of the helpdesk including ticket queue management and resource planning needs.

2) Serve as an escalation point on ticket requests and assist staff with support resolution.

3) Review helpdesk metrics to present findings and track performance; makes recommendations to improve efficiencies

4) Identify problem areas and implement strategic solutions in accordance with company standards.

• Managing day-to-day activities of the helpdesk including ticket queue management and resource planning needs.
• Handles tickets individually and also serves as an escalation point on ticket requests and assist staff with support resolution.
• Independently works to Identify problem areas and implement tactical solutions in accordance with company standards.
• Review helpdesk metrics to present findings and track performance.
• Develops standard processes and procedures for troubleshooting, escalations, and problem management
• Researches hardware specifications and procurement; participates in evaluating new technologies and products
• Teaches and mentors desktop analysts (infrastructure analyst within the team)
• Partners with and coordinates projects across multiple departments and coordinates with other technology teams in supporting end-user computing, within IT and the company.
• Some travel may be required on an as-needed basis.
• Other duties as required

Qualifications

7 years’ experience in an IT support role required – able to problem solve tickets and larger issues

Bachelor’s degree in a CS major (preferred)

Excellent Customer Service/Interpersonal Skills

Strong time management skills

Strong troubleshooting skills

Attention to detail

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

• General Office Environment: Yes
• Physical Demands and Requirements: While performing the responsibilities of this position, the employee is required to effectively communicate verbally. The employee must be able to effectively operate a keyboard/mouse. The employee is occasionally required to stand, walk, and reach with arms and hands and occasionally lift and/or move up to 10-15 pounds.  Vision abilities is required by this job include close vision.