Desktop Support Analyst

Description

Ensures proper computer operation so that end users can accomplish business tasks, including receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands‑on help at the desktop level.

Performs all duties in a manner that fosters the achievement of the organization’s mission to identify choices and provide services to help people of all ages, abilities and incomes to live at home.

• Approachability:
  Allows adequate time for interactions; creates a supportive communication environment.
• Customer Focus:
  Builds effective relationships with customers, identifies customer expectations, tries to see issues from their point of view; offers practical solutions to problems.
• Diversity:
  Fosters an environment of belonging and inclusion. Values cultural, ethnic, racial and gender diversity. Committed to equity.
• Ethics & Integrity:
  Makes decisions and conducts self‑consistent with organization principles.
• Listening:
  Supports speakers and interprets their messages in such a way that effective communication takes place.
• Patience:
  Behaves in a manner that encourages and allows iterative behavior from those less skilled, knowledgeable, or experienced.
• Personal Accountability:
  Accepts responsibility for own actions, including failure. Embraces experiences as learning opportunities and not chances to blame.
• Problem Solving:
  Gathers and analyzes information, identifies goals, explores, and selects solutions, implements an action plan, and evaluates results.

Requirements

• Associate’s degree in related discipline or other applicable certifications or experience required.

• 2 – 3 years’ computer hardware, software and networking support.
• Computer literacy of MS Windows, Office and Keyboarding skills a must.
• Knowledge of general office conduct and procedures.

• Reliable transportation, valid driver’s license and current automobile insurance.
• CCCI Job Code: 6201 FKA: PC Specialist

Physical Activity Approximate Percentage of Time Spent in this Activity

Work is performed in an office environment. Contact with staff from other departments likely. May have contact with individuals outside of the organization. Some exposure to temperatures and weather conditions while traveling. No exposure to loud noises or noxious odors.

The physical requirements and description of the work environment are representative of what an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.