The Desktop Analyst will be responsible for providing support for all end-user technology including desktops, laptops, tablets, cell phones, handheld devices and audio/visual equipment. This position will be responsible for procuring, configuring, and deploying end user technology as appropriate to support business needs. In addition, to providing day-to-day support in resolving incidents, he/she will also be responsible for tracking assets as they progress through the hardware life cycle. DUTIES AND RESPONSIBILITIES:User Support:
- Provide first and second-level technical support for end-users in a predominantly Microsoft environment.
- Troubleshoot and resolve issues related to desktops, laptops, Zebra handheld scanners, cell phones, and other user devices.
- Ensure timely resolution of support requests to minimize downtime and maintain high user satisfaction.
- On an as needed basis participate in End-User related projects.
Device Management:
- Manage the configuration, deployment, and maintenance of desktops, laptops, Zebra handheld scanners, and mobile devices.
- Conduct regular audits of user devices to ensure compliance with security policies.
- Implement and enforce asset management processes to track and manage end-user equipment efficiently.
- Create policies and application packages using enduser management tools.
Technology Provisioning:
- Provision end-user equipment and software, ensuring alignment with organizational standards.
- Collaborate with procurement and vendors to acquire necessary hardware and software licenses.
- Streamline the equipment provisioning process to enhance efficiency and user experience.
- Review and update end-user device images ensuring currency on all software and operating systems.
- Testing and deployment of new, sanctioned applications and patches.
Asset Management:
- Maintain an accurate inventory of all end-user devices and software licenses. Ensure all assets are accurately recorded in the Asset Management system.
- Conduct regular asset audits to reconcile inventory and identify discrepancies.
On-call Support:
- Participate in an on-call rotation to provide after-hours support for critical issues and emergencies.
- Be available to respond to and resolve on-call incidents promptly and effectively.
Collaboration:- Collaborate with other IT teams to escalate and resolve complex technical issues.
- Communicate effectively with end-users, ensuring a positive and professional support experience.
Documentation and Training:
- Create and maintain documentation for troubleshooting procedures, best practices, and user guides.
- Conduct user training sessions to enhance their understanding and efficient use of technology.
Typical Knowledge and Skills:
- Proficiency in Microsoft technologies, including Windows OS, Active Directory, and Office 365.
- Proven experience in providing technical support in a Microsoft-centric environment. Mac support experience is a plus.
- Strong knowledge of hardware and software platforms, operating systems, and end-user applications.
- Familiarity with Zebra handheld scanners and mobile device management.
- Experience with end-user management tools (Intune experience preferred)
- Experience creating policies and software distribution packages.
- Experience with remote support tools and ticketing systems (Kaseya, ServiceNow)
- Knowledge of ITIL practices.
- Excellent communication, and interpersonal skills.
- Excellent troubleshooting and problem-solving skills.
- Ability to adapt to new technologies and learn quickly in a fast-paced environment.
POSITION QUALIFICATIONS:
- Legal Age: 18 Years
- Education or Equivalent Experience: Bachelor's degree in Information Technology, Computer Science, or equivalent work experience.
- Function Specific Experience: 5 years or more of experience in end-user technology management and support
- Certification Requirements: CompTIA A+ and ITIL certifications are a plus.
- Travel Requirements: Up to 25% or as needed to support business requirements.
- Schedule: May require some nights, weekends, and holidays.
WORKING CONDITIONS: Describe the physical environment in which the job works and any special physical qualifications required (safety hazards, visual/hearing acuity or unusual conditions). Work is performed in area that is adequately lighted and ventilated.Physical Demands:
- Must be able to sit, stand, and/or walk for extended periods of time
- May require some lifting up to 20 lbs.
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