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.

• 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 elevate 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.