Associate Desktop Support Analyst

Job Description

Description

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

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