Desktop Support Analysts provide hands-on hardware support, such as connecting computers to the wired network. Individuals in this position also install software, updates and upgrades on the computers and workstations on the network. Desktop Support Analysts may configure new computers, reconfigure and re-purpose older machines and set up workstations for new employees.
Provide onsite desktop services for hardware and software, including install/move/add/change (IMAC)
Responsible for thorough documentation of issue details, troubleshooting steps taken, resolution, and root cause utilizing the CA Service Desk ticketing system.
Assist where needed with deploying new desktops, laptops, and telecom equipment.
Adhere to all service level agreements and processes
Responsible for the accurate management of IT assets including desktops, laptops, and peripherals.
Responsible for participating as needed in IT projects and physical moves.
Responsible for helping to maintain IT knowledge base documentation.
Must be able to demonstrate high level or performance, accountability, and integrity without local leadership present
Must be a self-driven, motivated individual that can be successful in an environment with minimal direct IT supervision
3 + years of experience in a Desktop Support role
Must have demonstrated experience in and fundamental understanding of basic networking, hardware, and software troubleshooting
Must be customer service focused and a team player
Must be flexible with their work schedule
Must have the ability to form strong customer relationships
Must have strong analytical, verbal, and written communication skills
Must be able to successfully assess situations and respond proactively to changing priorities through the effective use of time management and attention to details
Must be proficient in Microsoft Office
Bachelor’s degree required