Desktop Support Analyst

No third parties/No C2C/Position requires US Citizen or Greencard Holder

POSITION PURPOSE

The Deskside Support IT Analyst position ensures proper computer operation in support of end users and business operations by actively resolving escalated end-user help requests within established SLAs utilizing diagnostic and help request tracking tools and in-person, hands-on help at the desktop level via telephone, instant messaging, email, and other support tools within a ticketing system. The IT Analyst – Deskside position also provides executive support and user account management/provisioning (new hires, changes, terminations) as well as collaboration with company server and network teams.

ESSENTIAL FUNCTIONS

General

•Image PCs with standard image from SCCM server

•Perform break/fix on desktops, laptops, printers, touchscreen computers

•Provide high level support for network and server team

•Build and work within a high performing team environment

•Lead smaller projects with minimal supervision

•Collaborate within and outside of immediate project work groups such as IT Operations and business users to resolve issues and complete project tasks

•Maintain keen attention to detail with regard to leased asset locations, return dates, and refresh

•Drive IT team initiatives toward continuous improvement

•Provide new contributions and updates to existing knowledge base

Strategy & Planning

•Evaluate documented resolutions and analyze trends to determine methods for preventing recurring issues

•Alert management to emerging trends in incident occurrences

Acquisition & Deployment

•Deploy pre-packaged software as needed using automated deployment tools

•Assist in software releases and rollouts according to change management best practices

Operational Management

•Provide support to network team as needed

•Escalate issues as needed to other support groups

•Provide exceptional customer service

•Provide remote technical support via remote access tools

•Create user account provisioning (user account setups, directory permissions, application access) of new and existing users

•Maintain excellent communication with end-users, service managers, and other team members

•Configure new laptops and workstations using automated tools

•Provide support on conference room technologies

•Provide support on telecommunications technologies

•Escalate incidents with accurate documentation to suitable technician or vendor as required

•Record, track, and document service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken through final resolution

•Use remote tools and diagnostic utilities to aid in troubleshooting

•Research solutions through internal and external knowledgebase as needed

•Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined

•Test fixes to ensure problems are adequately resolved

•Develop help sheets and FAQ lists for end users

•Contribute to technician knowledge base and training as needed

•Reinforce SLAs to manage end-user expectations

•Provide suggestions for continual improvement

QUALIFICATIONS

Competencies and Experience

Required:

•Exceptional written and oral communication skills and interpersonal skills with a focus on rapport building, listening, and questioning skills

•Strong documentation skills and fluent English

•Proven analytical and problem-solving abilities

•Ability to effectively prioritize and execute tasks in a high-pressure environment

•Exceptional customer service orientation and experience working in a team-oriented, collaborative environment

•Ability to conduct research into a wide range of computing issues

•Ability to absorb and retain information quickly

•Highly self-motivated and directed

•Ability to present ideas in user-friendly, business-friendly, and technical language

Preferred:

•Steel/metal industry or other manufacturing enterprise and/or similar product development and support experience

•Applicable professional certifications

Education

Required:

•Associate’s degree in computer science, mathematics, engineering, or business administration with emphasis in computer-related courses or equivalent work experience