Desktop Analyst

• Fully own the evaluation of hardware and software requests that support current and future IT requirements
• Evaluate client requests, prioritize and coordinate case workflow, and manage client escalations
• Coordinate the fulfillment of detailed service requests
• Assist in the resolution of advanced problems in high availability environments
• Troubleshoot and resolve hardware and software issues
• Install and configure standard, non-standard, and legacy applications
• Assist with the resolution of advanced issues
• Work on or coordinate projects of moderate size and organizational span
• Assist onsite support team with re-provisioning endpoint PCs and re-enrolling them in the tenant
• Provide strong communication and support to team members and stakeholders

• Two-year degree in Computer Science or equivalent experience
• Working knowledge of infrastructure technology
• Working knowledge of all hardware, hardware build, configuration, compatibility, upgrades, diagnostics, and troubleshooting
• Desktop-based security methodologies
• Troubleshooting capabilities for operating systems and OS modifications
• Experience with Microsoft Intune and provisioning Windows endpoints
• Excellent communication and interpersonal skills
• Excellent verbal and written communication skills
• Strong analytical, problem-solving, organizational, and planning skills
• Ability to work well both independently and as a member of a high-performance team
• Understanding of project management theory and team dynamics
• Proven ability to effectively collaborate with others, initiate action, and adapt to change

Desired:

• Proactive, innovative, and creative approach to meeting customer and enterprise needs
• Experience supporting multi-platform environments including Windows 2000/XP Professional, Microsoft Office Professional Suite, Lotus Notes, Microsoft Exchange, Microsoft Internet Explorer, Visual Basic, Citrix Access Gateway, Symantec AV suite, and Altiris
• Good understanding of hardware and network topologies/protocols including HP and Dell desktops, laptops, network hubs, Ethernet, and TCP/IP protocol
• Ability to participate in a rotating primary support role, including after-hours and weekend support
• Periodic travel to support business initiatives
• Expertise in Endpoint imaging and provisioning