Associate Desktop Support Analyst

Responsibilities

Kforce has a client that is seeking an Associate Desktop Support Analyst in Tampa, FL. Summary: The Desktop Support Analyst has a primary function to provide personalized service to Business Partners by identifying sources of customer technology-related problems and providing a resolution. Primary Duties and Responsibilities:

• Determine the appropriate course of action within the incident management process (ITIL)
• Works under limited supervision on non-routine, moderately technical assignments
• Regularly use judgment in work assignments and decision making that affect operations
• Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas
• Utilize and update knowledgebase
• Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure)
• Update and close ServiceOne tickets for work being performed
• Maintain technical/professional knowledge by reviewing publications, establishing personal networks, attending training
• Required to work at various locations during storm restoration efforts
• Provide initial phone support/first contact resolution of desktop/laptop problems and application interface issues following the guidelines for IT Service Desk
• Complete password resets for remote and in-house Business Partners for various systems
• Perform basic email client administration
• Maintain and monitor Active Directory to perform account administration, password changes, group changes, and account expiration changes
• Provide support on technical issues including account administration, data security, data restores, IT policy enforcement and software installation
• Escalate unresolved problems to higher level support team members; Document resolution in knowledge base for future reference
• Provide desk side support to team members located at various locations on issues that require direct access to the PC or laptop for issues noted above
  
  

Requirements

• High School diploma/GED or equivalent; Associate's degree in a computer-related field or Business Administration with a concentration in Computer Science
• ITIL certification or to be obtained 6 months of employment in this position
• 2 years of customer service or IT related experience; 3 years of IT related or desktop support experience preferred
• Possess a strong technical understanding of the various hardware, software and networking systems
• Strong focus on customer care
• Excellent verbal and written communication skills and organizational skills
• Excellent problem-solving techniques and listening skills
• Maintain focus in an environment with frequent interruptions
• General knowledge of Microsoft Office applications, Windows operating systems, and basic networking skills
• Ability to perform email administration, remote control, and server data restorations for routine calls
• Ability to multitask efficiently and accurately
• Ability to analyze and repair hardware related issues on desktop and laptop computers
• Tasks may require handling objects up to 25 pounds on a routine basis
• Valid Driver's License
  
  

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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