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.
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.Technology Provisioning :
Oversee the provisioning of 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.Asset Management :
Maintain an accurate inventory of all end-user devices and software licenses.Conduct regular asset audits to reconcile inventory and identify discrepancies.Collaborate with Finance and IT teams to ensure accurate financial tracking of IT assets.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.Strong knowledge of hardware and software platforms, operating systems, and end-user applications.Familiarity with Zebra handheld scanners and mobile device management (Intune, AirWatch, Soti.)Experience with Intune, enrolling endpoints and cell phone, setting up and deploying applications, and for imaging with and without Autopilot.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 YearsEducation 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.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.LI-Hybrid
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