Desktop Support Analyst

• Provides client desktop support with basic level technical understanding and capability (Tier 1) in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment.
• In Tier 1 technical scope, effectively troubleshoots desktop and mobile computing devices, network and peripheral issues; identifies and engages needed resources to remedy problems.
• Diagnoses and resolves technical issues that require in-depth analysis, such as application, hardware, and software problems;
• Takes appropriate action (e.g. phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g, system outages, software rollouts, down servers, application failures, etc).
• After-hours analysts provide support after core hours.
• Contacts On-call support for urgent issues on applications used by clients.
• Administers active 2-way communications and “knowledge transfer” within assigned team/function, both planned/advance notice and real-time.
• Create/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents.
• Correlate multiple customer issues identified with alarms/alerts received to eliminate duplication of events
• Monitor network devices, interfaces and applications through intelligent devices and automated programs across the enterprise for alarms/alerts received from incidents, unauthorized or failed changes.
• Manage alarms and alerts received from existing monitoring programs using previously defined business rules.
• Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment.

• High School completion or equivalent
• Preferred: Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.

License/Certification:

• Preferred: Assorted IT software training/learning certifications

Experience Required: 1 year of IT service/help desk operations experience

Pay: $26.00 - $27.00 per hour

Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Vision insurance