Desktop Support Analyst

Project Overview

To support the daily activities of the Desktop Support computing systems including the implementation, maintenance, enhancement, and documentation of desktop Operating Systems applications and hardware; to promote procedures and standards and disseminate information to the user communities; and to provide complex level Help Desk-type services for hardware, software, and applications support.

Job Functions & Responsibilities

" Under direct supervision. " Support Desktop & Laptop Lifecycle; (Configuring & Installation of Equipment, End User training / Support, Tracking of all Assets from purchase through to disposal). " Support Help Desk in a Level 2 capacity (hardware, software, printer equipment, mobile devices). " Contribute to a library of information by documenting hardware, software installation procedures, support information, and equipment inventory. " Assist with the implementation of new projects as needed. " Work with IT staff on developing new policies or procedures. " Order computer supplies related to his or her area of responsibility. " For system outages escalate issues to 3rd Level Support (Via - Email, Desk / Cell Phone, Text Messaging) and assist the support team as required. " Assist Desktop Support team in evaluating new hardware / software technology to meet the business needs of our customers. " The candidate will oversee hardware / software maintenance agreements and put forth necessary quotes to procure the required items. " Candidate will be required to support mobile devices in and out of the office. " On adhoc basis customers will report directly to Desktop Support seeking assistance with their modible devices (iPhones, Laptops, Mobile Workstations). Regardless of the issue staff members are required to assist the customer to the best of their ability.

Skills

" Knowledge of desktop / laptop computers, network architecture, software applications, Active Directory. " Effective planning and organization skills that support the Maintenance of the Desktop Asset database, keeping it up-to-date. " Knowledge of desktop / laptop computers, network architecture, software applications, Active Directory. " Effective planning and organization skills that support the Maintenance of the Desktop Asset database, keeping it up-to-date with new equipment and software, and their dispositions. " Effective oral and written communications skills; ability to communicate with end users at their level of understanding.

Education & Certifications

" Bachelor's Degree in computer science, engineering or related technical or business discipline. " Minimum 4 years quality experience " Experience in desktop support operating systems. " Advanced degree, training, professional affiliations desirable.