Desktop Systems Analyst

Essential Functions:

1. Connects to computer desktops for remote support utilizing remote software including but not limited to SCCM Remote Control Viewer, RDP and Team Viewer.
2. Monitors and maintains computer systems and networks.
3. Responds to service issues and requests in a timely manner.
4. Provides technical support across the company via in-person, email, chat, or phone.
5. Repairs and replaces equipment as necessary.
6. Participates in the testing of new technology.
7. Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems; determines source of problems and classifies its level, priority, and nature.
8. Configures, installs, maintains, troubleshoots, and supports computer workstations, hardware, laptops, printers, scanners mobile devices, phones, and other computer and telecommunications equipment.
9. Installs and supports PC, laptop, tablet and mobile hardware and software.
10. Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
11. Documents procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
12. Trains lower-level team members.
13. Creates alternative methods for completing tasks and corrects user errors and system inconsistencies to improve the desktop team function.
14. Works with hardware and software vendors to verify timely product delivery; ensures new equipment is installed and ready to operate according to schedule.
15. Analyzes and makes recommendations for hardware and software standardization.
16. Provides tier 2 and tier 3 support for support incidents submitted to IT Desktop Support; ensures all work is handled according to established SLAs.
17. Performs other related duties and projects as business needs require at direction of management.
18. Provide level 1 support for Service Desk line during off hours.
19. Helps Coordinators and Desktop System Analyst team members with support topics.
20. Ability to apply research, knowledge and logic in order to troubleshoot problems in a technologically complex environment (Solid/Expert). Creates alternative methods for completing tasks and corrects user errors and system inconsistencies to improve the desktop team function.
21. Works with hardware and software vendors to verify timely product delivery; ensures new equipment is installed and ready to operate according to schedule.
22. Work with project teams to review and assess impact of new business requirements.
23. Contributes to technical aspects of key change documentation (e.g. technical requirements, change impact assessments, change implementation plans, change rollout plans).
24. Serves as an escalation point for complex technical issues.

Education and Experience:

1. High school diploma or equivalent.
2. Formal education in Information Technology, a plus.
3. Minimum ten (10) years of experience in applications or IT technical support, or any equivalent education and/or experience from which comparable knowledge, skills and abilities have been demonstrated/achieved.
4. Minimum five (5) years of experience in in-depth, hands-on support role on IT Workstation or customer support enviornment.
5. Must have previous experience supporting enterprise applications.