What are the responsibilities and job description for the Desktop Support Analyst position at Integrated Resources, Inc?
Job Description
Job Description
Job title : - Desktop Support Analyst
Location : Tampa, FL 33605 100% Onsite
Duration : 06 months
Primary Duties And Responsibilities – All Levels
In each of the levels of the Desktop Support Analyst Family the analyst will :
- Determine the appropriate course of action within the incident management process (ITIL).
- Works under limited supervision on non-routine, moderately technical assignments.
- Regularly use judgment in work assignments and decision making that affect operations.
- Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas.
- Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure)
- Update and close ServiceNow tickets for work being performed.
- Provide desk side support to employees located at various locations on issues that require direct access to the tablet, PC or laptop for issues noted above.
- Create and maintain documentation of complex procedures and provide status updates to customers.
- Participate in team projects that enhance the quality or efficiency of IT in the support of customer applications.
- Provide support for customer moves and setups for new employees.
- Assist team members with more difficult problems, referring problems to systems’ groups or other technical support as required.
- Train new personnel, ensuring that they are familiar with various functions, duties, manuals, and personnel to minimize interruptions to the user.
- Research and resolve more difficult and complex problems that have been escalated to the next level.
- Participate or lead larger projects that will implement changes on desktop systems and applications throughout client Energy.
- Develop, define, and communicate technical procedures for products supported by IT.
- Work closely with management on daily issues and long-term projects.
- Contribute to the improvement of the department’s service to the organization through creative thinking and idea sharing.
- Talk with team members and research problems and find solutions, communicate with programmers to explain software errors, or recommend changes.
Knowledge / Skills / Abilities (KSA)
Required :
Strong focus on customer care.
Education
Required : High School Diploma or equivalent
Preferred : Associate or bachelor’s degree in a computer-related field or business administration with concentration in computer science.
Licenses / Certifications
Preferred : ITIL certification and Microsoft Certified Product Specialist (MCP), A certification, or related certifications, training, or equivalent experience. Valid Driver’s License.
Related Experience
Required : Minimum eight years of related IT experience. A college degree may be considered in lieu of some equivalent experience (i.e., an Associate's with 6 years’ experience; or a bachelor’s with 4 years’ experience.)
