Desktop Support Analyst

Job Description

Job Description

Desktop Support Analyst
*This is an on-site position.

Description:
Our client is seeking someone to provide technical support to their internal users.

Responsibilities:

• Manage the day-to-day operation of the departmental specific software application or system.
• Identifies system requirements and solve moderately complex business problems.
• Assists users and trains staff on the use of applications or systems.
• Performs work with general supervision.
• Possesses an understanding of user needs capacity and limitations of equipment operating time and desired results in order to provide solutions.
• Maintains strong interpersonal and communication skills.
• Provide first and second line application support resolving technical queries and communicating
  solutions directly to customers for the departmental specific application or system.
• Responsible for monitoring and responding to open tickets submitted through an incident
  management system
• Troubleshoot and escalate alerts that cannot be resolved to appropriate section
• Prioritize and handle service requests and incidents.
• Progress issues and provide relevant information for troubleshooting or for clarification
• Identify opportunities for process improvement and contribute to departmental initiatives for the departmental software application or system.
• Responsible for improving and documenting the technical processes around software or
  application support
• Work collaboratively with Account Managers on change requests managing issues and
  establishing priorities
• Ensure the performance of daily health checks of the applications scripts and infrastructure by support team
• Work with the software or application developer to ensure the system is operating efficiently
  install updates and troubleshoot.
• Establish accounts and passwords and assist with issues regarding user accounts.
• Onboard and setup new Meck Administrators on the Learning Management System (LMS).
• Responsible for administrator functions for the enterprise LMS which includes assigning/launching e-learning courses set-up and maintaining ILT classes creating reports troubleshooting and responding to Learning Management System LMS issues.
• Create ILT Events/Sessions for identified training classes.
• Act as a support and resource for departmental Learning Management System LMS
  Administrators.
• Contact/support for departments with Extended Enterprise Learning Management System LMS users.

Skills:

• Define, track, and assure responsiveness to clients' information technology problems, Required 3 Years
• Prepare status reports, Required 3 Years
• Effectively coordinate, perform and complete multiple duties and assignments concurrently and in a timely manner, Required 3 Years
• Categorize time spent, requests for service and assets according to provided definitions, Required 3 Years

Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!

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