IT Desktop Support Analyst - DIRECT HIRE - Intellectual Capitol

The IT Desktop Support Analyst is responsible for elevated incidents that the Helpdesk Analyst may not be able to resolve. These include installing, upgrading, patching, security, and troubleshooting PC hardware and software within established standards and guidelines, while supporting users' requests.

Position Responsibilities - Essential

• Recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Assist and support users with the setup and use of conference room audio/video equipment
• Assist users in identifying and resolving operating systems, diverse application and multi-layered client server environment issues or failures.
• Install, upgrade, and troubleshoot computer hardware and software or peripheral equipment within established standards and guidelines.
• Consistently and accurately track, update, and close assigned documented support requests.
• Work within an established inventory processes to ensure accurate and efficient inventory for desktops, laptops, printers, scanners and associated equipment.
• Work with established Microsoft SCCM platform for PC imaging, inventory & reporting
• Multi-task in a fast-paced environment with diverse systems and people.
• Maintain excellent communication with all end users and other members of the technology department.
• Ensure desktop computers interconnect seamlessly with diverse systems including file servers, application servers, administrative systems, and networking software.
• Assist with LAN/WAN maintenance, connectivity and troubleshooting.
• Support client hardware/software upgrades and migrations as directed by the IT Support Manager.
• Perform other duties as assigned by the Supervisor.

Position Responsibilities - Indicators

• Analyst completes requests for service within agreed time frame and acceptable quality standards .
• Documentation is complete, concise, well written and accurately describes user issues .
• Demonstrates professionalism through work habits and attitude toward clients, teammates, and leadership .

Core Competencies

• ITIL Foundation Certification
• Experience with IT Service Desk ticketing/tracking
• Understand IT service driven model
• Skilled with executive level reporting

Essential Skills and Experience

• 5+ years of providing deskside and remote technical support
• High level of initiative and ownership
• Excellent verbal and written communication skills
• Ability to communicate technical information to non-technical persons
• 3+ years of experience with supporting Microsoft Office 365 suite of applications
• PC hardware/software experience in Microsoft Windows and iOS environments
• Strong knowledge of client and server hardware, operating systems, and applications
• Friendly and outgoing personality
• Strong aptitude for solving problems
• High level of responsiveness to the needs of customers
• Ability to prioritize and manage multiple tasks and responsibilities
• Ability to meet daily deadlines
• Attention to detail
• Ability to rapidly acquire and apply new knowledge

Beneficial Skills and Experience

• A+ Certification
• Experience using ServiceNow
• Experience using Microsoft SCCM
• Experience using Microsoft Office 365
• Experience with Microsoft SharePoint
• Experience with Microsoft Excel (Pivot Tables/charts, Lookup formulas)
• Experience with Cisco Webex and Webex A/V Boards