IT Service Desk Analyst

Job Title: IT - Workstation Analyst I


Job Description: JOB SUMMARY: Implements, supports, and maintains PC and end-user device computing technologies for local area network/wide area network (LAN/WAN), mobile, and remote connectivity. Works closely with business customers to deliver solutions that meet business needs and consults on the use of these systems. ACCOUNTABILITIES These accountabilities are not intended as a complete list of specific duties and responsibilities and does not limit or modify the right of any supervisor to assign, direct, and control the work of employees assigned to this job. Primary Accountabilities * Implements, supports and maintains various phases of client computing operations of low to moderate complexity, including documentation, configuration, installation, testing, distribution, training, performance monitoring and maintenance. * Works closely with end users to provide reliable client computing services, technical guidance and informal training. Creates and maintains technical documentation related to hardware/software in client computing environment as well as training materials for end users. * Evaluates requests for new and changes to existing computer workstation hardware against business needs and make appropriate recommendations. * Monitors, coordinates and completes move, add, change requests for desktop computing technologies. * Resolves technical issues escalated through Help Desk (daily and 24/7) for PC hardware, application support, connectivity and related issues. Participates in a 24/7 on-call rotation. * Participates in various IT projects to continually improve and upgrade IT technologies. Identifies, plans and implements system process improvements and efficiencies. * Plans and implements hardware upgrades; anticipates problems resulting from changes and prepares contingency plans. Monitors and maintains hardware inventory. * Voices customer requirements into tasks and stories using Agile tools. Communicates with peers such that user tasks and stories are clearly understood by all stakeholders. Supervision * Performs work under the direct supervision of a Manager. QUALIFICATIONS The requirements listed below are representative of the experience, knowledge, skills and/or abilities required to perform this job. Educational Requirements Education Level Field of Study Required/Preferred Associate Degree Emphasis in information technology or related area Preferred Required Experience * 2 years of experience in progressively responsible PC support in a networked environment * Administrative experience with Microsoft Windows operating systems and software, standard application packages, imaging software, profile migration techniques, client computing hardware, peripherals, and general PC troubleshooting and problem resolution Knowledge, Skills, and Abilities * Demonstrated understanding of software distribution concepts. * Demonstrated understanding of network operating systems, LAN characteristics, network topologies, components, protocols and services such as TCP/IP, LDAP, DNS, DHCP, firewalls, and routers. * Demonstrated effective interpersonal, verbal, and written communication skills. * Demonstrated ability to apply logical reasoning to situations and derive workable solutions to low complexity problems. * Ability to work in a diverse work environment.