Desktop Systems Analyst

Essential Functions:

• Connects to computer desktops for remote support utilizing remote software including but not limited to SCCM Remote Control Viewer, RDP and Team Viewer.
• Monitors and maintains computer systems and networks.
• Responds to service issues and requests in a timely manner.
• Provides technical support across the company via in-person, email, chat, or phone.
• Repairs and replaces equipment as necessary.
• Participates in the testing of new technology.
• Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems; determines source of problems and classifies its level, priority, and nature.
• Configures, installs, maintains, troubleshoots, and supports computer workstations, hardware, laptops, printers, scanners mobile devices, phones, and other computer and telecommunications equipment.
• Installs and supports PC, laptop, tablet and mobile hardware and software.
• Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Documents procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
• Trains lower-level team members.
• Creates alternative methods for completing tasks and corrects user errors and system inconsistencies to improve the desktop team function.
• Works with hardware and software vendors to verify timely product delivery; ensures new equipment is installed and ready to operate according to schedule.
• Analyzes and makes recommendations for hardware and software standardization.
• Provides tier 2 and tier 3 support for support incidents submitted to IT Desktop Support; ensures all work is handled according to established SLAs.
• Performs other related duties and projects as business needs require at direction of management.
• Provide level 1 support for Service Desk line during off hours.
• Helps Coordinators and Desktop System Analyst team members with support topics.
• Ability to apply research, knowledge and logic in order to troubleshoot problems in a technologically complex environment (Solid/Expert). Creates alternative methods for completing tasks and corrects user errors and system inconsistencies to improve the desktop team function.
• Works with hardware and software vendors to verify timely product delivery; ensures new equipment is installed and ready to operate according to schedule.
• Work with project teams to review and assess impact of new business requirements.
• Contributes to technical aspects of key change documentation (e.g. technical requirements, change impact assessments, change implementation plans, change rollout plans).
• Serves as an escalation point for complex technical issues.

Education and Experience:

• High school diploma or equivalent.
• Formal education in Information Technology, a plus.
• Minimum five (5) years of experience in applications or IT technical support, or any equivalent education and/or experience from which comparable knowledge, skills and abilities have been demonstrated/achieved.
• Minimum five (5) years of experience in in-depth, hands-on support role on IT Workstation or customer support environment.
• Must have previous experience supporting enterprise applications.

Pay Range: $27.81 - $34.00/hr