Desktop Support Analyst

The primary function of this position is for desktop/laptop support, support of computer peripherals, analysis, design assistance and implementation of LAN, WAN, telecommunications, and email.  Additionally, provides IT procurement support, training, and helpdesk technical support.  Support tasks include configuration, operation, and administration of desktops/laptops, peripherals, networks, operating systems, and communications links.  Implements solutions to integrate desktop/laptop and shared devices into local and wide area networks and/or other host-based networks.  Recommends appropriate computer tools to the network/infrastructure administrator including equipment, software, documentation, and training.       Essential Duties and Responsibilities: Primary responsibility includes Tier 1 level helpdesk support for trouble shooting, diagnoses and assistance for all computer devices, phones, and facilities. Performs diagnostics and maintenance on desktop/laptop/tablet and other technology devices and communication devices.  Support computer peripherals, through implementation and maintenance. Recommend usage strategies for systems; provide instruction on system/software operation and functionality; write support documentation and prepare user training materials Install, configure, and update systems/software; manage system disk images; create and modify scripts to automate installations; participate in planning, testing, and evaluating software; write and maintain technical documentation Manage user accounts and resources on servers; monitor disk capacity, resource management, and performance on server systems; review and analyze server event logs; write scripts to automate tasks and to monitor and enhance operating environments; write and update user login scripts Participate in developing, implementing, and supporting server-based computer support tools such as remote desktop, VPN, automated patching, software auditing, and remote installation Maintain backup systems for all departmental servers and clinical systems. Update and create new backup scripts Analyzes users' needs. Recommends to the network/infrastructure administrator appropriate network configurations to meet users’ needs and departmental standards. Assists in implementation and maintenance of routers, remote access or virtualized servers, domain servers, security firewalls, application and device servers and Internet or Intranet devices and connections. Based upon the network/infrastructure administrator design, configures, monitors, and optimizes local and wide area networks for optimal performance, maximum availability, minimal maintenance, and reasonable costs. Performs preventative and fault isolation maintenance on the local and wide area networks. Performs file maintenance on servers, domains, electronic post offices, and user files and/or databases. Assists in the maintenance of network security features for local and wide area networks. Configures, monitors, and maintains anti-virus programs to insure network and systems integrity.  Adds and deletes users as required on network servers and applications. Works with internal and external technical specialists to integrate voice, data, and video applications on the local and wide area networks. Performs basic telephone maintenance as required.  Evaluates and recommends to the network/infrastructure administrator new hardware, software, and communications products for network compatibility and applicability.  Develops, maintains, and updates a library of technical documentation.  Keeps current on new developments and techniques in information technology. Perform backups of business-critical servers and data. Performs other related duties as required.   MINIMUM QUALIFICATIONS:   Degree in computer science or related field or equivalent technical or professional experience. Minimum of 2 years of experience in a desktop support role. Must be able to work under intense pressure to provide timely end user support.  Ability to flourish in a fast-paced, ever-changing environment. Must maintain a high level of service while assuring strict security.  Must be able to maintain client confidentiality and provide services in a non-partisan and neutral manner. Ability to work and communicate with highly technical staff.  Excellent customer service skills to interact effectively and positively with peers, users, and management. Outstanding ability to work under general direction in an unstructured environment with stress-oriented situations. Must be detail oriented, independent thinker with excellent written communication skills. Outstanding planning, tracking, and follow-up skills a must. Must have documented knowledge of local and wide area networks; computer software and hardware; knowledge of data communications, network planning and analysis. Technical certifications and/or technical training in personal computer hardware and/or software, servers, local and wide area networks, and/or communications highly desirable. Must possess strong analytical skills and effective interpersonal and communication skills to interact with a wide range of users having different levels of computer expertise. Ability to design workable solutions to problems in a timely manner. Knowledge of desktop and laptop hardware and software including Microsoft Office 365, OneDrive, Operating systems Windows 10, and others.  Knowledge of Computer peripherals and support issues. Customer Service attitude requires direct interaction with users. Experience with Windows Server 2003/2013 Active Directory domain including DNS, WINS, DHCP, and file permissions. Server administration using VMware for desktops and server’s high desirable Server administration for Microsoft SQL Server is highly desirable. Server administration for Microsoft Exchange is highly desirable. Prior experience with ShoreTel and Salesforce is desirable Must be detail oriented, with outstanding tracking and follow-up skills. Must be authorized to work indefinitely in the US without sponsorship   Physical/Environmental Conditions: This position is in a fast-paced office environment typically assigned to a cubicle workstation. Most of the time is spent problem solving and researching concerns using a computer terminal. There may be occasions that require time to be spent in a warehouse environment that is not climate controlled.   Disclaimer: This position description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job; it is intended to be an accurate reflection of those principal job elements essential to the job. Incumbents may be required to perform other duties as assigned or as required by the needs of the business.  CLARK Material Handling Company retains the discretion to add to or change the duties of the position at any time.