Desktop Analyst

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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