Job Description
Job Description
Department : Information Services
FLSA : Non-Exempt, Full-time Regular
Location : Rocklin or Roseville, CA. In Office This is not a remote position
Primary Job
The Desktop Support Analyst is primarily responsible for new hire and break / fix hardware support, daily service requests related to accounts and email, as well as the direct escalation point for the Tier1 Help Desk.
Essential Duties and Responsibilities
- Monitor the ITSM ticketing system for incoming requests including assigning and escalating accordingly.
- Respond to new incidents and requests and resolve technical issues encompassing hardware, software, and networking within established SLA by providing remote and onsite support.
- Escalate issues that cannot be resolved within the documented SLAs.
- Respond to inquiries and requests from users, and management to provide technical assistance and support to ensure service availability.
- Administration of servers, network resources, and telephony systems to ensure availability of services to authorized users when necessary.
- Track all work in the ITSM ticketing system ensuring all assigned tickets have accurate and up-to-date account of all troubleshooting steps and follow-up details.
- Responsibilities include account management as well as asset and inventory management of hardware relevant to user onboarding, break / fix, and user offboarding.
Includes moving and lifting of hardware including PC’s, monitors, and printers.
- Including RMA of hardware through vendor portals in a timely manner.
- Work collaboratively with internal engineering staff to determine and resolve general problems reported by users.
- Documentation creation and maintenance of job aids and / or knowledge articles.
- Other duties as assigned by management.
Qualifications / Requirements
- 2+ years proven experience supporting clients at a Tier1 IT Help Desk. Supporting various operating system platforms; Microsoft Windows 10+ & Apple iOS
- 2+ years client hardware experience troubleshooting Windows drivers & physical hardware components.
- Encompass knowledge preferred but not required.
- Technical proficiency of Microsoft Office 365 productivity software, O365 Administration, Microsoft Exchange administration, AD / AAD hybrid environments, standard and wireless networking (WiFi), Apple iOS, Android devices, network and local printers, AV software, and the use of Remote Management tools.
Desired Certifications
- Microsoft Technology Associate (MTA)
- Apple Care Mac Technician (ACMT)
- CompTIA A+ Certification
- HDI Customer Service Representative (HDI-CSR)
Desktop Support Analyst
The Desktop Support Analyst is primarily responsible for new hire and break/fix hardware support, daily service requests related to accounts and email, as well as the direct escalation point for the Tier1 Help Desk. Respond to new incidents and requests and resolve technical issues encompassing hard...
Desktop Support Analyst
Duration: 12 months on W2 Contract.High School Diploma or equivalent.IT service/help desk operations experience.Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.IT technical experience in pc use, maintenance, troubleshooting, repairs,...
Desktop Support Analyst
The IT Relocation analyst will Disconnect/Reconnect for ongoing IT relocation efforts. After hours support and maintenance. Performs installations, relocation, and re-installation of Desktops and Laptops. Provides support for PC technician operations on a daily basis. ...
Senior IS Analyst - Front Office Desktop Support
The Front Office Desktop Support team provides technology and functional support to internal clients for issues including hardware, operating systems, desktop/web applications, mobility, conferencing, and printing. Provide desktop support for Franklin Templeton employees, including addressing their ...
IT Systems Support Specialist (Field Services)
Title: IT Systems Support Specialist - Field Services. IT Systems Support Specialist - Field Services - Sacramento, ;. Work Requirements: US Citizen, GC Holders. ...
Internship, Workplace/Desktop Support
Are you an aspiring Technology student looking to gain practical experience in the field of Workplace /Desktop Support so you can expand your skillset? The Workplace /Desktop Support Internship is an incredible opportunity to put your skills to the test and apply your theoretical knowledge in a real...
IT Technician (Field)
You will also handle all IT support requests and assist colleagues with their IT needs. Previous experience as an IT Technician or an IT Certification is preferred. We are seeking a knowledgeable IT Technician to join our team. As the IT Technician, you will be responsible for ensuring our computer ...
Technical Support Specialist (Secret Clearance)
We have multiple openings for Technical Support Specialists to staff our 24/7 helpdesk supporting US Department of Defense hardware, software, and network infrastructure. You will provide technical support via phone and email for equipment operating worldwide. Provide technical support to end users ...
Substitute IT User Support Technician
Twin Rivers Unified School District programs, activities, and practices shall be free from unlawful discrimination, harassment, intimidation, and bullying based on actual or perceived race, color, ancestry, national origin, ethnic group identification, age, religion, marital or parental status, phys...
Field Desktop Support Technician
Field Desktop Support Tech . OSI Digital is looking for a Field Desktop Support Tech II to join our team. Advanced desktop support experience- troubleshooting, configuration, software installation. The ideal candidate will have extensive and advanced desktop experience. ...