Desktop Support Analyst L1

Summary of Position:  

The Desktop Analyst will be responsible for maintaining user uptime and improving computing experiences through effective remote problem identification and resolution. Will also be responsible for providing exceptional customer service. This person will receive tickets indicating a user support request, and will identify and resolve issues. The requests may involve working with other resources and vendors to deliver effective support services. The Desktop Analyst will then provide ongoing technical support and follow up with clients.  Will provide maintenance of the computer desktop and mobile environments, resolving problems, installing hardware and software, and supporting the internal IT helpdesk. Also responsible for administration and internal support of the company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.

Duties and Responsibilities:

• Identifying, troubleshooting, resolving, and documenting user system issues
• Maintaining customer satisfaction in every step of the service delivery
• Installing, provisioning, supporting, configuring, evaluating, maintaining, monitoring, and analyzing systems and software in a client/server network environment. This includes work in Active Directory, asset management software and other systems
• Utilizing remote monitoring and management software to resolve user requests
• Documenting, reviewing, and improving existing or new procedures and workflows
• Responding to user support request tickets, calls, and emails
• Assigning ticket severity
• Updating service work notes
• Prioritizing work to resolve complex support user issues
• Establishing a high level of personal credibility and building strong relationships
• Maintaining ownership of service tickets throughout the life span of the support request
• Collaborating with other MP staff and vendor support resources to resolve requests
• Participating in ongoing personal training and attainment of technical certifications
• Ensuring the security of all configurations made on end user systems
• Providing updates, status, and completion information to management
• Train users to use technology that is required for their job
• Assist with field work as requested by supervisor
• Keep current Microsoft certifications as well as obtain further levels of education as requested by supervisor

Essential Education and Qualifications:

• Understanding of desktop/laptop/mobile computing platforms and their hardware and software
• Working knowledge in Microsoft Windows desktop and server OS, Microsoft Office, Active Directory, domain security, group policy and computer networking

 Preferred Skills:

• Strong verbal and written communication skills
• Ability to remain calm while handling and prioritizing many tasks simultaneously
• Organizational skills
• Strong technical aptitude in areas of OS repairs, malware remove, and general computer troubleshooting

Physical Demands:

• Ability to lift up to 50 pounds