Desktop Support Analyst

Working Hours

Monday to Friday from 09:00 AM to 05:00 PM

• High School diploma with 3-5 years' experience with Desktop and Server platforms
• Bachelor's degree in computer science is a plus.
• Certifications issued by Microsoft, Apple or CompTIA are plus.
• Problem solving and critical thinking abilities.
• Great customer service skills to patiently and calmly handle customers who are frustrated with their systems' technical problem.

• Provides complex technical support, planning, and coordination for End User touch points of the distributed computer environment, including desktop, software, and hardware installation, support and distribution, and remote access technologies.
• Performs analysis, diagnosis, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies, and associated problems.
  Performs analysis, diagnosis, installation, and resolution of remote access technologies and associated problems.
• Performs analysis, diagnosis, coordination, and planning of horizontal network cable management processes including installation, moves, adds, changes, and repairs.
• Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.
• Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.
• Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products.
• Responsible for partnering with the business units supported to understand the business impact of support issues.
• Responsible for project analysis, design, coordination, and planning for all technical components of desktop related projects.
• Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds, and changes within the desktop computing environment.
• Technical documentation of hardware/software additions or changes.
• Update inventory, addition or changes to the inventory database.
• Demonstrates creativity and initiative in problem solving.
• Updates and closes trouble tickets and service requests.