Sr. Desktop Support Analyst

Overview

PERFORMANCE COACH:
Lead Desktop Analyst

Job level and progression:
Desktop Support Analyst progression with potential to hire ktop Support Analyst level based on education and experience.

Location:

Bearss Operations Center, Florida (Lutz area). Shift: 8 Hr X 5 Days. Department:
Technology. Hiring Manager:
Warren Wilson. Recruiter:
Mark Koener.

• Provide personalized service to Business Partners by identifying sources of technology-related problems and delivering resolutions.
• Mentor and support desktop support analysts.
• Determine appropriate course of action within the incident management process (ITIL).
• Work under limited supervision on non-routine, moderately technical assignments; frequently use judgment on operational decisions.
• Provide solutions to technology problems, escalate when needed, and update knowledgebase.
• Follow up on existing issues to ensure timely resolution; update and close Service One tickets.
• Maintain technical and professional knowledge through publications, networking, and training; support may be required at various locations during storm restoration efforts.

• Service Now
• Network Connectivity
• Active Directory
• Troubleshooting computers and laptops

• Education
  :
  
  Required:
  
  High School Diploma or equivalent. Preferred:
  Associate’s degree in a computer-related field or business administration with concentration in computer science.
• Licenses/Certifications
  :
  
  Required:
  
  ITIL certification or to obtain within 6 months of employment;
  Valid Driver’s License. Preferred: MCP, A+, MCP-related certifications;
  Microsoft Certified Desktop Support Technician (MCDST) and MCSA are noted in later levels.
• Related Experience
  :
  
  Required:
  
  2 years of customer service or IT-related experience. Preferred: 3 years IT/desktop support;
  Senior/Lead levels require more experience as detailed below.
• Knowledge/Skills/Abilities (KSA):
  Strong customer care focus; excellent verbal and written communication; problem-solving and multitasking abilities; basic networking; proficiency with Microsoft Office, Windows, and PC hardware knowledge; ability to perform email administration and server data restorations.

• Associate Desktop Support Analyst — Responsibilities include initial phone support, password resets, Active Directory administration, technical issue resolution/escalation, desk-side support, and knowledge base documentation.
• Desktop Support Analyst — Responsibilities include research and resolution of complex problems, documentation of procedures, participation in team projects, and mentoring associates.
• Senior Desktop Support Analyst — Responsibilities include resolving highly complex problems, mentoring, training, and leading incident management when needed.
• Lead Desktop Support Analyst — Responsibilities include incident trend analysis, mentoring peers, providing customer training, leading or participating in large projects, and supporting Asset Management. May perform incident manager duties as required.

• Tasks may require handling objects up to 25 pounds on a routine basis.