Desktop Support Analyst

The Desktop Support Analyst's provides quality support for PC's, network systems, e-mail, voice and data transmission services for AATC and its affiliated vendors. As a member of our talented team, the Desktop Support Analyst will serve as a cohesive team member who consistently demonstrates high integrity and reliability within a professional environment; maintain IT inventories by updating as needed and properly disposing of equipment;
Identify, troubleshoot, research, support and resolve customer IT issues; elevate issues to appropriate technical personnel when necessary.

Desktop Support Analyst

Information Systems

Information Systems Manager

5

$52,704

Exempt

The Desktop Support Analyst's provides quality support for PC's, network systems, e-mail, voice and data transmission services for AATC and its affiliated vendors. As a member of our talented team, the Desktop Support Analyst will serve as a cohesive team member who consistently demonstrates high integrity and reliability within a professional environment; maintain IT inventories by updating as needed and properly disposing of equipment;
Identify, troubleshoot, research, support and resolve customer IT issues; elevate issues to appropriate technical personnel when necessary.

The regular work schedule is Monday through Friday, 4:00AM to 12:30PM, including a 30-minute break.

• Computer Support & Maintenance
  - Analyze and solve issues utilizing optimal tools
• Solution Research & Design
  - Find solutions or develop solutions to each issue utilizing a basic understanding of IT systems
• Computer/Printer Setup & Installation
  - Configure new computers/printers/devices, load software, install and update server-based applications
• End User Interaction
  - Work with internal users daily for training, support, and assistance related to fixing problems with software, hardware, or AV telecom systems
• Variety of physical requirements
  - Lifting from/to floor to different locations from waist high to above head, under desks, cable pull through ceilings, etc.
• System support for IT infrastructure along with writing accurate documentation
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Work closely with other IT personnel/management maintaining communication in the performance of duties
• Protects AATC's value by keeping information confidential
• Provide full support for Microsoft products and the network environment
• Provide best effort support for all applications
• Work on problems of diverse scopes where analysis of data requires an evaluation of identifiable factors
• Exercise judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions
• Provide phone and in-person support to customers for IT related issues
• Maintain and monitor ink inventory

• Three years or greater Desktop and Application Support Experience
• Three years of experience in support of an operating system, database management system or a related field
• Proficient in use of computers, including but not limited to Microsoft Office programs
• Minimum of three years of technical support experience and superior customer service and communication skills
• Strong knowledge of Microsoft Office products, Windows 7 or higher desktop operating systems, network diagnostic tools, Office 365, Active Directory, DHCP and VPN troubleshooting
• Experience supporting laptops, tablets and wireless devices
• Familiar with remote access tools and call tracking software
• Network Performance Tuning, LAN Knowledge, Problem Solving,…