Desktop Support Analyst

Kforce has a client that is seeking a Desktop Support Analyst in Tampa, FL. Summary: The Desktop Support Analyst has a primary function to provide personalized service to Business Partners by identifying sources of customer technology-related problems and providing a resolution. You must possess a strong technical understanding of the various hardware, software and networking systems. Primary Duties and Responsibilities:

• Determine the appropriate course of action within the incident management process (ITIL)
• Works under limited supervision on non-routine, moderately technical assignments
• Regularly use judgment in work assignments and decision making that affect operations
• Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas
• Utilize and update knowledgebase
• Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure)
• Update and close ServiceOne tickets for work being performed
• Maintain technical/professional knowledge by reviewing publications, establishing personal networks, attending training
• Research and resolve the more difficult and complex problems that have been escalated to next level
• Create and maintain documentation of complex procedures and provide status updates to customers
• Participate in team projects that enhance the quality or efficiency of the Service Desk and/or in the support of customer applications
• Maintain strong working knowledge of all the equipment and systems supported by the Service Desk by keeping current with all documentation
• Mentor associate desktop support analysts
• Provide support for customer moves and setups for new team members
• High School diploma/GED or equivalent; Associate's or Bachelor's degree in a Computer-related field or Business Administration with concentration in Computer Science preferred
• An Associate's degree may be considered with 1 years of experience
• ITIL certification or to be obtained in 6 months of employment in this position; Microsoft Certified Product Specialist (MCP), A+ Certification, or related certifications, training or equivalent experience preferred
• 3 years of IT-related experience
• Proficient knowledge of incident management processes, problem management processes, call management, mainframe operation and PC computing environment
• Tasks may require handling objects up to 25 pounds on a routine basis
• Required to work at various locations during storm restoration efforts