Demo

Desktop Analyst

Paradies Lagardere Default
Atlanta, GA Full Time
POSTED ON 3/8/2025
AVAILABLE BEFORE 5/7/2025

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. 
  • On an as needed basis participate in End-User related projects.

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.
    • Create policies and application packages using enduser management tools. 

    Technology Provisioning:

      • Provision 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. 
      •  Review and update end-user device images ensuring currency on all software and operating systems.
      • Testing and deployment of new, sanctioned applications and patches. 

      Asset Management:

      • Maintain an accurate inventory of all end-user devices and software licenses. Ensure all assets are accurately recorded in the Asset Management system.
      • Conduct regular asset audits to reconcile inventory and identify discrepancies. 

      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.
      1. 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.  Mac support experience is a plus.
      • Strong knowledge of hardware and software platforms, operating systems, and end-user applications.
      • Familiarity with Zebra handheld scanners and mobile device management.
      • Experience with end-user management tools (Intune experience preferred)
      • Experience creating policies and software distribution packages.
      • 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 Years
      • Education 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 and support
      • 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.

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