Desktop Support Analyst

Position Summary  

The Desktop Support Analyst is responsible for providing technical assistance and support related to computer systems, hardware, and software. The position requires experience in Windows, MS-Office, Office 365, basic networking, and end-user support for both local and remote employees. CompTIA or Microsoft certifications are preferred although not required.

Primary Responsibilities 

         Initial point of contact for those seeking technical assistance in person, phone, or e-mail 

         Perform remote troubleshooting through diagnostic techniques and pertinent questioning 

         Provide tech support for user problems relating to hardware and software issues 

         Diagnose and repair reported problems, which includes documentation of all pertinent end user information and nature of problem or issue 

         Resolve technical problems related to LAN, WAN and other connectivity systems 

         Train computer users on common daily tasks to help with their usage

         Install, modify, and repair computer hardware and software 

         Follow-up on open issues and projects to ensure they have been resolved 

         Record events and problems and their resolution in logs 

         Test fixes to ensure problems have been resolved 

         Liaison between end user experience and IT team 

         Assist with internal physical moves, PC, telephone etc. 

         Other duties as assigned 
 

Basic Qualifications 

Education:  

         Four years college course leading to a bachelor's degree, two years specialized applicable experience, or an equivalent combination of education and experience. 

 Experience:  

         1-3 years' experience supporting hardware, including laptops and printers 

         Proficient use of Active Directory for managing users and groups

         Advanced experience with Office 365 and end-user collaboration tools

         Experience as a help desk technician or other customer support role 

         Good understanding of computer systems, mobile devices and other tech products 

         Experience in diagnosing problems involving software and hardware 

Preferred Qualifications 

Interpersonal Skills:  

         Self-motivated and able to work independently 

         Ability to prioritize 

         Good organizational skills 

         Ability to communicate effectively 

         Experience working in a team-oriented, collaborative environment 

         Exceptional written and oral communication skills 

         Strong documentation skills and attention to detail 

Technical Skills 

         Experience with software and OS including Microsoft Windows, Microsoft Server, and Microsoft Office Suite products 

Other Skills 

         Ability to effectively plan and organize 

         Ability to work under pressure and maximize efficiency 

Essential Functions 

         The ability to read and understand documents and drawings. 

         The ability to work cooperatively with others 

         The ability to deal politely and professionally with customers and/or coworkers 

         The ability to perform several tasks at once 

         The ability to follow direction or instruction 

         The ability to use a computer to communicate, create, and access information 

Special Requirements 

         Ability to travel (US and internationally)  

         Ability to occasionally work evenings and weekends as needed to support systems 

         Ability to be on call 24 hours per day 

$53,000-$86,000