SG - IT Desktop Support Analyst

The IT Desktop Support Analyst is the first point of contact for customers with an IT problem, issue, question, or request. The primary duties include:

• Interacts with users via phone and email to understand and document issues. Monitor and own all incoming support calls and tickets, escalate and assign to others as necessary, and provide clear, concise documentation to users as requests are handled and closed
• Assists employees and contractors with technical support of business computers, applications, and related technology
• Diagnose, gather requirements, document, and resolve user computer issues with goal of first call resolution for all calls
• Install and maintain computer systems and peripherals following established standards and guidelines
• Perform other administrative duties including asset tracking and management, IT inventory maintenance, purchase requisitions, shipping, and general support to other team members

Job Responsibilities

• Be first level of IT support for business users
• Manage help desk requests, documentation, end-user communications, escalations
• Perform analysis, diagnostics, and resolution of user computer problems and implement corrective solutions
• Install, configure, test, maintain, and troubleshoot end-user workstations and related hardware and software
• Open service requests and manage warranty repairs with hardware vendors
• Manage new user request process including configuring, setup, inventory, and testing of new user computers prior to delivery
• Retire old IT assets including record keeping and appropriate asset disposal
• Follow-up on equipment delivered to other sites and assure equipment was received and set up properly
• Support users receiving replacement computers with data transfer
• Manage computer and user objects in Active Directory including password resets, account disabling,
• and modifying other account attributes using ADUC
• Install or restore computer systems from a standard image

Requirements

• Requires knowledge and insight of all aspects of IT Infrastructure, operations, and processes used to support computers at company facilities and also remote users
• Knowledgeable of TCP/IP, DHCP, DNS, VPN, and network fundamentals
• Understands network connectivity including Ethernet wiring components, patch panels, switches, and wireless network systems
• Asset and inventory management
• Purchasing requisition and receiving processes
• Understanding of IT infrastructure and how different components interact
• Strong problem solving skills
• Knowledge of Windows operating systems and Google applications
• Serves as member of the on call support team
• Excellent interpersonal skills and ability to work effectively with others
• Resourceful, customer focused, team player

Work Conditions

• Overtime may be required in meet project deadlines
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects
• Participation in training sessions, presentations, and meetings
• Ability to lift up to 50 lbs