Desktop Support Analyst

Desktop Support Analyst

Kenwood, CA

Long term project

Description:

To provide a high quality and responsive desktop support service to all end-users. To manage day to day problems allocated by the helpdesk and maintain ownership until problem resolution. To ensure that the Service Desk staff and clients are kept updated on a regular basis. To perform approved Install, Moves, Add and Changes. To provide local assistance to other locations when requested. To promote and communicate PRA-IT standards and procedures to the local community. To provide representation of the needs of the local business community into the PRA-IT.

Desktop Support Analyst is responsible for working closely with management and clients to ensure problems are understood clearly and that PRA-IT standards and procedures are adhered to, and problem resolution time is kept to a minimum.

- To work closely with management and clients to ensure problems are understood clearly, PRA-IT standards and procedures are adhered to, and problem resolution time is kept to a minimum.

- Solutions are delivered on time.

- To demonstrate and promote customer service excellence in all client dealings.

- To show initiative when dealing with service issues and identify and communicate any changes or enhancements, while respecting the organizations promotion of standardization.

- To escalate issues that may potentially affect the clients and business units in a timely manner.

- To provide representation of local business needs and variations to the client support technology team in the development and implementation of technical standards.

- To ensure that client support services are delivered to the business in an efficient manner, while maintaining and improving service levels in accordance with Pernod Ricard standards.

- Provide Tier 2 support in the operation and management of Windows desktops/laptops

- Manage various medium-to-complex project initiatives, upgrades, and maintenance activities

- Monitor support queues for new tickets and respond accordingly

- Troubleshoot system/application issues of medium-level complexity and escalate issues appropriately

- Develop utilities to streamline standards and deployments methodologies

- Maintain and support all Audio-Visual equipment including video conferencing

- Work with external vendors to resolve hardware and software issues

- Configure and deploy equipment for new hires (laptops, desktops, iPads, iPhones)

- Install hardware and software as needed by the business

- Maintain asset and configuration management documentation for all devices and end-users

- Development and deployment of unattended operating system installations for workstations/desktops/laptops

- IMAC's - Installs, Move, Add, Changes

- Work with end-users to develop an understanding of their business requirements

- Create and maintain knowledgebase solutions

- Enter all requests and incidents into ticketing system according to IT policies

- Update ticketing system and documentation according to IT policies

- Create and modify support documentation as related to the corporate infrastructure

Required Skills:

- Working knowledge of Microsoft services and tools such as O365, Azure, Sharepoint, OneDrive, and Active Directory

- Experience supporting conference room technologies (Microsoft Teams is a preference)

- Deploying and configuring systems using imaging tools such as SCCM and AutoPilot

What are your top 3 requirements:

- To ensure that client support services are delivered to the business in an efficient manner, while maintaining and improving service levels in accordance with our company standards.

- Provide Tier 2 support in the operation and management of Windows desktops/laptops within a corporate environment

- Working knowledge of Microsoft services and tools such as O365, Azure, Sharepoint, OneDrive, and Active Directory