Desktop Support Analyst

Overview

Under general direction, assist in the support of desktop technology in person, by telephone, or via e-mail in accordance with established service levels across multiple locations.

Essential Functions

• Via phone or at the customer's premises, install, upgrade, configure, and trouble-shoot problems with software/hardware and peripheral components such as monitors, keyboards, printers, and scanners; assist users in the operation of applications providing necessary training and support.
• Interface with Information Systems staff to provide a resolution on system and printer problems.
• Ensure call documentation is complete, accurate and up to date.
• Maintain required documentation of department's application and equipment; maintain desktop inventory.
• Maintain confidentiality and integrity of District records and procedures; coordinate with IT staff to work problems to closure.
  
  

Additional Responsibilities

Perform related work as required or as delegated by supervisor.

Responsibilities

Qualifications

Training And Experience

• Bachelor's degree in Information Systems, Associate degree and 2 years of experience in a technical support role, OR At least 4 years of experience in a technical support or helpdesk role.
• Proficiency with current Windows Operating System
• Experience with Active Directory and Exchange
• Experience with O365 Administration and Troubleshooting,
• Knowledge and experience supporting, troubleshooting, and configuring PC Hardware, End-User desktop support, mobile device support, email support, phone support, etc.
• Must possess a valid driver's license issued by the state in which the employee resides.
  
  

Desirable Knowledge, Skills And Abilities

• Experience with Intune
• Ability to multi-task and handle interruptions while maintaining flexibility in work assignments.
• Ability to communicate effectively and interact with diverse personalities while maintaining a professional attitude.
• Ability to life and/or move computer equipment and boxes.
• Knowledge of Microsoft Windows OS and Microsoft Office Suite. Ability to maintain professional communication by phone, email, and in person with lawyers, administration, support staff, and IT staff.
• A Certification, knowledge of Cisco video conference solutions, and prior experience working for a professional service organization preferred.
• This role requires local travel across 3 locations; includes mileage reimbursement when personal vehicles are used. ***
  
  

Special Requirement

Pursuant to MSD's "Substance Abuse Policy and Procedures," this position has been designated as non-safety sensitive and candidate must pass a Non-D.O.T. Drug Test for this position. Employees occupying this position are not subject to Federal (D.O.T.) Drug and Alcohol Testing Regulations.

Employees of MSD must have a "Meets Expectations" on their current performance review.