Overview
The Desktop Analyst’s role will serve as primary escalation point for all problem/issues along with all members of the Support team. The purpose of the role is to ensure the stable and efficient operation and support of the organization’s desktop computing and network environment. This includes designing, installing, diagnosing, maintaining, and upgrading the Company’s desktop computing environment to ensure optimal workstation performance by addressing hardware, operating system, imaging, application delivery, inventory, and support tools. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required. They may also perform some routine operations tasks like managing backups or reviewing logs.
Responsibilities
Support a wide variety of users through phone and email communication as well as personal interaction.
Analyze and diagnose problems reported by end-users and formulate viable solutions to satisfy user’s requirements.
Hands-on experience with Windows/Linux/ Android environments.
Addressing user tickets regarding hardware, software and networking.
Collaborate with existing vendors to evaluate new technology that is available and make recommendations to management on using that technology.
Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, tablets, printers, mobile devices, RFs, phones and other computer and telecommunications equipment.
Assess recurring issues and create automated processes to eliminate the need for repeated manual tasks.
Troubleshoot and resolve issues with workstation hardware and software.
Set up and deploy IT equipment for new employees.
Troubleshoot LAN, server and connectivity issues.
Add/change/remove end user pc, phones and peripherals.
Remote desktop support for client, corporate and home office employees.
Work with fellow members of the IT department to accomplish assigned projects.
As required, train users in various software and operating system activities.
Performs departmental and/or corporate office moves and additions.
Effectively manage multiple projects, activities and tasks simultaneously and prioritize based on business requirements.
Evaluate, recommend and implement desktop tools.
Recommend improvements and/or appropriate changes to policies and procedures.
Maintain a library of build images and related process documentation.
Document OS and application bug fixes
Qualifications
Diploma in Computer Science or Networking courses or equivalent, combination of education and experience in computer systems technology.
CompTIA A+ certified.
Must possess a working knowledge of hardware components, hardware configurations, and have strong software experience.
3-5 years of prior experience in a desktop support role is preferred.
Experience supporting applications developed on Windows.
Technology infrastructure selection and implementation experience.
Must have a strong service ethic.
Reliability and good organizational skills are essential
Strong end-user interaction/communication skills
Able to recognize potential problems and initiate appropriate preventative action
Must work well under deadlines and pressure
Able to work cooperatively and collaboratively with other team members is essential