PC Technical Analyst III

Overview

The purpose of this job is to maintain, evaluate, modify, troubleshoot, document and repair computer hardware and software systems and associated peripheral devices.  Assists PC Services Manager with guidelines, procedures, and methodologies for PC Services.  Plans, schedules, directs, implements, and assures satisfactory completion of special projects as assigned by the PC Services Manager.

Responsibilities

• Determines, and resolves problems pertaining to computer hardware, printer, peripherals, and software
• Plans and coordinates personnel moves including changes necessary to affect the move
• Documents problems and fixes thru incident reporting for hardware and software issues
• Plans, schedules, and tracks work related activities with Service Now ticketing system
• Plans, schedules, documents, and aids with special projects and their satisfactory completion
• Handles all other ancillary duties as they apply to support Trustmark
• Trains and assists other group members as well as develop guidelines, procedures, and methodologies for other PC Technical Analysts
• Plans, schedules, documents, and provides leadership for special projects and their satisfactory completion
• Perform additional duties as assigned.

Qualifications

• Technical or vocational school education with 6 or more years of experience working in a desktop system support environment-OR-At least 8 years previous experience working in a desktop system support environment
• Advanced knowledge of Windows desktop operating systems, LAN/WAN technology, and Windows “shrink wrapped” applications (MS Office, Word, Internet Explorer), along with computer hardware and basic security concepts
• Knowledge of Active Directory objects and group policies
• Fundamental knowledge of Macintosh hardware & OS
• Knowledge of printer operations and how they communicate in a network environment.
• Knowledge of standard concepts, practices, and procedures within an Active Directory Domain
• Knowledge of HCL Big Fix and/or SCCM endpoint management consoles and processes.
• Advanced communication & customer service skills
• Sound time management principals
• VDI - VMWare Horizon or Citrix Zen desktop/app preferred