DESKTOP SUPP ANALYIST II

Summary of Position:

The Support Analyst will be responsible for maintaining user uptime and improving computing experiences through effective remote problem identification and resolution while providing exceptional customer service. This person will receive service tickets indicating a user support request, that will need to be identified and will need to resolve the issues. The requests may involve working with other resources and vendors to deliver effective support services. The Support Analyst is responsible for follow up with service request tickets that they have been resolved and provide any additional technical support if needed to close the service ticket. This person will provide maintenance of the computer desktop and mobile environments, resolving problems, installing hardware and software, and supporting the internal IT helpdesk. Other responsibilities will include administration and internal support of the company’s PCs, printers, servers, and related equipment.

Duties and Responsibilities:

• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature.

• Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.

• Install and support PC, laptop, tablet and mobile hardware and software (certifications from CompTIA, Microsoft or HDI are a plus).

• Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.

• Participate in hardware and software reviews and recommend purchases.

• Maintain inventory of installed software, manage software licensing, and create policies and procedures for upgrades.

• Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.

• Analyze and make recommendations for hardware and software standardization.

• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

• Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.

• Identifying, troubleshooting, resolving, and documenting user system issues

• Maintaining customer satisfaction in every step of the service delivery

• Installing, provisioning, supporting, configuring, evaluating, maintaining, monitoring, and analyzing systems and software in a client/server network environment. This includes work in Active Directory, asset management software and other systems

• Utilizing remote monitoring and management software to resolve user requests

• Documenting, reviewing, and improving existing or new procedures and workflows

• Responding to user support request tickets, calls, and emails

• Assigning ticket severity

• Updating service work notes

• Prioritizing work to resolve complex support user issues

• Establishing a high level of personal credibility and building strong relationships

• Maintaining ownership of service tickets throughout the life span of the support request

• Collaborating with other MP staff and vendor support resources to resolve requests

• Participating in ongoing personal training and attainment of technical certifications

• Ensuring the security of all configurations made on end user systems

• Providing updates, status, and completion information to management

• Train users to use technology that is required for their job

• Backup technician to help support our external customers

Essential Education and Qualifications:

• Strong verbal and written communication skills

• Ability to remain calm while handling and prioritizing many tasks simultaneously

• Organizational skills

• Strong technical aptitude in areas of OS repairs, malware remove, and general computer troubleshooting

• Understanding of desktop/laptop/mobile computing platforms and their hardware and software

• Working knowledge in Microsoft Windows, Server OS, Microsoft 365, Active Directory, domain security, group policy and computer networking

Preferred Skills:

• Windows OS

• TCP/IP

• Microsoft 365

• Basic Active Directory understanding

Physical Demands:

• Ability to lift and/or move up to 50 pounds

• Bending, stooping, kneeling

Benefits offered to eligible employees include medical, dental, vision, and supplemental life insurance, along with Paid Time Off, paid Holidays, traditional and ROTH 401(k) options with company match, employee stock purchase plan, education assistance program, employee assistance program, training and development opportunities, Telecommunications Industry Registered Apprenticeship Program, and a Commercial Driver’s License obtainment program.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.