Lead Desktop Support Analyst

Kforce has a client that is seeking a Desktop Support Analyst in Tampa, FL. Primary Responsibilities:

• Determine the appropriate course of action within the incident management process (ITIL)
• Works under limited supervision on non-routine, moderately technical assignments
• Regularly use judgment in work assignments and decision making that affect operations
• Provide a solution to technology related problems, issues, and questions, or escalate them to the appropriate support areas
• Utilize and update knowledgebase
• Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure)
• Update and close ServiceOne tickets for work being performed
• Maintain technical/professional knowledge by reviewing publications, establishing personal networks, attending training
• Required to work at various locations during storm restoration efforts

• Research and resolve more difficult and complex problems that have been escalated to the next leve
• Analyze and identify trends in incident resolution
• Mentor other peers on hardware and software analysis and resolution
• Provide customer training in the field of desktop/laptop use, mobile users, remote access, email systems, printers, and multifunctional devices
• Participate or lead larger projects that will implement changes on desktop systems and applications throughout the company; Develop, define, and communicate technical procedures for products supported by IT
• Provide support to the Asset Management group to include installation of desktops, laptops, printers, and miscellaneous peripherals
• Work closely with management on daily issues and long-term projects
• Contribute to the improvement of the department's service to the organization through creative thinking and idea sharing
• Talk with team members and research problems and find solutions, communicates with programmers to explain software errors or recommend changes
• High School diploma or equivalent
• Associate's or Bachelor's degree in a computer-related field or Business Administration with concentration in Computer Science; Bachelor's degree and 2 years of experience or an Associate degree and 4 years of experience may be considered
• ITIL certification or to be obtained 6 months of employment in this position, and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience
• Valid Florida Driver's License
• 6 years of related IT experience
• Must be able to acquire and maintain knowledge of relevant product offerings and support to provide technically accurate solutions to customers
• Tasks may require handling objects up to 25 pounds on a routine basis
• Preferred: Microsoft Certified Desktop Support Technician (MCDST) and Microsoft Certified System Administrators (MCSA)