Desktop Support Analyst

We are seeking a Desktop Support Analyst for a contract position (6+ months) based in Madison, Wisconsin. In this role, you will implement, support, and maintain PC and end-user device computing technologies for local area network/wide area network (LAN/WAN), mobile, and remote connectivity. You will work closely with business customers to deliver solutions that meet their needs and provide technical guidance on the use of these systems.

• Implement, support, and maintain various phases of client computing operations of low to moderate complexity, including documentation, configuration, installation, testing, distribution, training, performance monitoring, and maintenance.
• Work closely with end users to provide reliable client computing services, technical guidance, and informal training.
• Create and maintain technical documentation related to hardware and software in the client computing environment, as well as training materials for end users.
• Evaluate requests for new and changes to existing computer workstation hardware against business needs and make appropriate recommendations.
• Monitor, coordinate, and complete move, add, and change requests for desktop computing technologies.
• Resolve technical issues escalated through Help Desk (daily and 24/7) for PC hardware, application support, connectivity, and related issues.
• Participate in a 24/7 on-call rotation.
• Participate in various IT projects to continually improve and upgrade IT technologies.
• Identify, plan, and implement system process improvements and efficiencies.
• Plan and implement hardware upgrades; anticipate problems resulting from changes and prepare contingency plans.
• Monitor and maintain hardware inventory.
• Voice customer requirements into tasks and stories using Agile tools and communicate with peers to ensure user tasks and stories are clearly understood by all stakeholders.

• Required
  • Associate Degree with emphasis in information technology or related area.
  • 2 years of experience in progressively responsible PC support in a networked environment.
  • Administrative experience with Microsoft Windows operating systems and software.
  • Experience with standard application packages, imaging software, and profile migration techniques.
  • Knowledge of client computing hardware, peripherals, and general PC troubleshooting and problem resolution.
  • Demonstrated understanding of software distribution concepts.
  • Demonstrated understanding of network operating systems, LAN characteristics, network topologies, components, protocols, and services such as TCP/IP, LDAP, DNS, DHCP, firewalls, and routers.
  • Demonstrated effective interpersonal, verbal, and written communication skills.
  • Demonstrated ability to apply logical reasoning to situations and derive workable solutions to low complexity problems.
  • Ability to work in a diverse work environment.