Desktop Support Analyst II

Please note they are requesting 4 years of applicable experience for this positon

Position Summary: Responsible for providing support to all *** IT clients in their use of computers, applications, and mobile devices located throughout the enterprise including the home office, offsite facilities, and mobile work force. Responsible for resolving most client device related hardware and software issues, seeking assistance when necessary. Acts as the primary administrator of any remote management tools. Also participates in technology projects from an infrastructure perspective. Primary Responsibilities:

• Has primary responsibility to provide desktop support assisting IT clients with hardware, software, and mobile device questions, concerns, or issues by providing one-on-one resolution to the client’s satisfaction.
• Answers and responds to IT support calls, services requests, incident tickets, and e-mail.
• Administers remote management and Mobile Device Management (MDM) tools.
• Develops, fully tests, manages, and deploys computer images, including all software and OS installs and configurations included in the image.
• Acts as an escalation point for outsourced help desk service providers.
• Documents all support efforts in the ITSM system as per procedures.
• Installs, tests, and configures workstations/laptops, software, phones, peripheral equipment.
• Troubleshoots and repairs hardware and software problems on customer computers and peripherals and gathers appropriate data to escalate to higher-level technicians or vendors when needed.
• Maintains inventory of all equipment, software, and software licenses.
• In Active Directory assigns and removes users and computers well as resetting passwords as needed as per procedures.
• Ensures backup, recovery, and data restoration from workstations/laptops for clients during upgrades or problem diagnosis.
• Orders IT supplies including software, hardware, peripherals devices, mobile devices, etc. as per procedures.
• Supports and assist with projects and company initiatives as needed.
• Other duties as assigned. Requirements While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, see, talk or hear in a standard office environment. Employee requires the ability to lift and relocate with cart up to 50 lbs. as needed.
  
  

Experience and Skills: An equivalent combination of relevant education and applicable job experience may be considered. A minimum of four years of progressive experience providing help desk and desktop support in an enterprise environment using Microsoft Active Directory with at least two years of experience providing support within the pharmaceutical industry. Must possess:

• Excellent understanding of desktop/laptop technologies including Windows OS’s, office applications, imaging tools, BIOS updates, anti-virus, and security.
• Good understanding of computer and mobile device management tools (AirWatch, Manage Engine, etc.).
• Good understanding of basic network support, VLANs, VPN, desktop firewalls, wireless, and cabling.
• Good understanding of telephony technology, VOIP, and mobile device.
• Understanding of ITIL/ITSM processes.
• Vendor management experience and abilities. Preferred:
• Desktop related certification: MCITP: Enterprise Desktop Support Technician on Windows 7 or MCITP: Enterprise Desktop Administrator on Windows 7 preferred.
• Network related certification: CompTIA Network or Cisco CCENT certification.