Desktop Support Analyst- iPADS

Desktop Support Analyst- iPADS

Location: Ybor City, FL 33605
Setting: Required onsite 5 days a week.
Contract: 12 Months
Pay rate: $28/hr

This is a hands on role, primarily supporting iPADs

PRIMARY DUTIES AND RESPONSIBILITIES A

• 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.
• 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, communicates with programmers to explain software errors or recommend changes.

Knowledge/Skills/Abilities (KSA)

Required:

• Strong focus on customer care.
• Excellent verbal and written communication skills and organizational skills.
• Excellent problem solving techniques and listening skills.
• Ability to perform email administration, remote control, and server data restorations for routine calls.
• Maintain focus in an environment with frequent interruptions.
• General knowledge of iOS, Microsoft Office applications, Windows operating systems, and basic networking skills.
• Ability to analyze and repair hardware related issues on tablets, desktop and laptop computers.
• Ability to mentor, train and effectively transfer knowledge to other desktop support analysts.

Education

Required: High School Diploma or equivalent

Preferred: Associate s 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.)

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