Senior Desktop Support Analyst

Kforce has a client that is seeking a Senior Desktop Support Analyst in Tampa, FL. Summary: The Senior 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 technical and more difficult and complex problems that previous levels cannot resolve
• Assist team members with more difficult problems, referring problems to systems' groups or other technical support as required
• Train new team members with various functions, duties, manuals, and team members to minimize interruptions to the user
• Mentor desktop support analysts
• 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
• Bachelor's degree and 1 year of experience may be considered or an Associate degree and 3 years of experience may be considered
• ITIL certification or to be obtained 6 months of employment in this position, and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience
• 5 years of related IT experience
• Proficient in ten to fifteen applications/processes within IT
• Ability to mentor, train and effectively transfer knowledge to other desktop support analysts
• Tasks may require handling objects up to 25 pounds on a routine basis
• Required to work at various locations during storm restoration efforts