Desktop Support Analyst II

Job Summary:

The IS Desktop Support Analyst provides first and second level technical support services for all desktop hardware, software, and networking related problems reported to the Service Desk via e-mail and phone. The IT Desktop Support Analyst serves both the Help Desk and Desktop Support functions by fielding and addressing user requests and calls for service through e-mail, phone, remote tools, and on-site visits.

Essential Functions and Responsibilities:

· Receive and record ALL requests for service and Incidents received via telephone, voicemail, e-mail, and from walk-up customers in the Incident and Request Management System.

· Provide daily break/fix support for all desktop hardware and software issues via remote and onsite troubleshooting.

· Perform daily Asset Management related activities.

· Prioritize and escalate Incidents and requests per established matrix.

· Follow-up with customers to confirm incident resolution.

· Frequent and regular professional communication utilizing the phone, instant messaging, e-mail, and face to face with both internal and external customers

· Provide Move Request and Project support

· Participate in the On-Call support rotation for after hours, weekends, and Holidays.

· All other duties as assigned

Minimum Qualifications:

· Associates degree in related IT field and/or 4 years related work experience

· Minimum 2 year helpdesk or IT call center experience

Experience:

· Previous experience providing end user support in a call center environment.

· Previous experience working in corporate and clinical environments.

· Experience with problem escalation and engaging IT departments

· Experience troubleshooting other hardware such as, hard drives, memory, network interface cards, virtual drives, docking stations, etc.

· Experience installing application software, drivers, and imaging desktop hardware

Skills and Abilities:

· Excellent customer service skills.

· Strong communication skills

· Strong technical aptitude and desktop troubleshooting skills

· Extensive knowledge of MS Windows and MS Office products

· Strong documentation and user guide development skills

· Intermediate Desktop hardware and peripheral equipment knowledge

· Intermediate knowledge of Network troubleshooting, including wireless issues

· Intermediate mobile device support

· Knowledge of Asset Management procedures

· Knowledge of basic and intermediate IT terminology

Physical Demands:

· Office environment with extensive sitting, standing, walking, stooping, reaching, and lifting up to 40 pounds.

· Must be able to travel to remote locations, lifting, bending, transporting, and installing equipment.