Position Summary:
The desktop support analyst is responsible for providing technical assistance and support related to computer systems, hardware, and software. The position requires experience in Windows, MS-Office, Office 365, basic networking, and end-user support for both local and remote employees. CompTIA or Microsoft certifications are preferred although not required.
Primary Responsibilities:
Initial point of contact for those seeking technical assistance in person, phone, or e-mail.
Perform remote troubleshooting through diagnostic techniques and pertinent questioning.
Provide tech support for user problems relating to hardware and software issues.
Diagnose and repair reported problems, which includes documentation of all pertinent end user information and nature of problem or issue.
Resolve technical problems related to LAN, WAN and other connectivity systems.
Train computer users on common daily tasks to help with their usage.
Install, modify, and repair computer hardware and software.
Follow-up on open issues and projects to ensure they have been resolved.
Record events and problems and their resolution in logs.
Test fixes to ensure problems have been resolved.
Liaison between end user experience and IT team.
Assist with internal physical moves, PC, telephone etc.
Other duties as assigned.
Education:
Four years college course leading to a bachelor’s degree, two years specialized applicable experience, or an equivalent combination of education and experience.
Experience:
1-3 years’ experience supporting hardware, including laptops and printers
Proficient use of Active Directory for managing users and groups
Advanced experience with Office 365 and end-user collaboration tools
Experience as a help desk technician or other customer support role
Good understanding of computer systems, mobile devices and other tech products
Experience in diagnosing problems involving software and hardware
Interpersonal Skills:
Self-motivated and able to work independently
Ability to prioritize
Good organizational skills
Ability to communicate effectively
Experience working in a team-oriented, collaborative environment
Exceptional written and oral communication skills
Strong documentation skills and attention to detail
Technical Skills:
Experience with software and OS including Microsoft Windows, Microsoft Server, and Microsoft Office Suite products
Other Skills:
Ability to effectively plan and organize
Ability to work under pressure and maximize efficiency
Essential Functions:
The ability to read and understand documents and drawings.
The ability to work cooperatively with others
The ability to deal politely and professionally with customers and/or coworkers
The ability to perform several tasks at once
The ability to follow direction or instruction
The ability to use a computer to communicate, create, and access information
Special Requirements:
Ability to travel (US and internationally)
Ability to occasionally work evenings and weekends as needed to support systems
Ability to be on call 24 hours per day