Desktop Support Analyst

Desktop Support Analyst

This is an on-site position.

Our client is seeking someone to provide technical support to their internal users.

• Manage the day-to-day operation of the departmental specific software application or system.
• Identifies system requirements and solve moderately complex business problems.
• Assists users and trains staff on the use of applications or systems.
• Performs work with general supervision.
• Possesses an understanding of user needs capacity and limitations of equipment operating time and desired results in order to provide solutions.
• Maintains strong interpersonal and communication skills.
• Provide first and second line application support resolving technical queries and communicating
  solutions directly to customers for the departmental specific application or system.
• Responsible for monitoring and responding to open tickets submitted through an incident
  management system
• Troubleshoot and escalat alerts that cannot be resolved to appropriate section
• Prioritize and handle service requests and incidents.
• Progress issues and provide relevant information for troubleshooting or for clarification
• Identify opportunities for process improvement and contribute to departmental initiatives for the departmental software application or system.
• Responsible for improving and documenting the technical processes around software or
  application support
• Work collaboratively with Account Managers on change requests managing issues and
  establishing priorities
• Ensure the performance of daily health checks of the applications scripts and infrastructure by support team
• Work with the software or application developer to ensure the system is operating efficiently
  install updates and troubleshoot.
• Establish accounts and passwords and assist with issues regarding user accounts.
• Onboard and setup new Meck Administrators on the Learning Management System (LMS).
• Responsible for administrator functions for the enterprise LMS which includes assigning/launching e-learning courses set-up and maintaining ILT classes creating reports troubleshooting and responding to Learning Management System LMS issues.
• Create ILT Events/Sessions for identified training classes.
• Act as a support and resource for departmental Learning Management System LMS
  Administrators.
• Contact/support for departments with Extended Enterprise Learning Management System LMS users.

• Define, track, and assure responsiveness to clients' information technology problems,
  Required 3 Years
• Prepare status reports,
  Required 3 Years
• Effectively coordinate, perform and complete multiple duties and assignments concurrently and in a timely manner,
  Required 3 Years
• Categorize time spent, requests for service and assets according to provided definitions,
  Required 3 Years