Desktop Support Analyst

Position Concept:

This position will be responsible for end user computers and peripherals installation, troubleshooting and configuration of hardware and software; processing of warranty repairs and replacements; collaboration with users; collaboration with field support analysts, service desk analysts, asset management team and other IT support personnel.

Primary Duties and Responsibilities:

Provides on-site, remote, and phone support for business partners (IT customers)
Installs, troubleshoots, configures, and upgrades hardware, operating system software and application software
Provide a solution to technology related problems, issues, and questions, or escalate them to the appropriate support areas
Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure)
Creates support documentation for staff on how to properly use, fix, and remedy software or devices
Communicates and conducts self as a professional customer service representative
Organize, maintain, and track equipment and parts for equipment repair and replacement

Knowledge/Skills/Abilities

Required:

Strong focus on customer service
Excellent verbal and written communication skills and organizational skills
Excellent problem-solving techniques and listening skills
Maintain focus in an environment with frequent interruptions
General knowledge of Microsoft Office applications and Windows operating systems
Ability to analyze and repair hardware related issues on desktop and laptop computers
Ability to lift and carry 25 pounds safely

Experience

Required: 3 years of customer service experience, 3 years of related IT equipment support experience
Preferred: 6 years of customer service experience, 6 years of related IT equipment support experience

Education

Required: High School Diploma or equivalent
Preferred: Associate's or Bachelor's degree in a computer-related field or business administration with concentration in computer science

Licenses/Certifications

Required: Valid Driver's License
Preferred: ITIL certification. Microsoft Certified Product Specialist (MCP), A+ Certification, or related certifications, training, or equivalent experience