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Desktop Support Analyst II

Responsibilities:

The Desktop Support Analyst is responsible for enterprising client hardware, software support, and providing timely status updates to clients and Client Services Site Manager.


Essential functions include:


- Replacement and Installation of new computer hardware.- Answer calls, log and track customer requests using a problem-tracking tool.- As appropriate, escalate problems to 1st and 2nd level support teams.- Routinely check voice mail and monitor the Help Desk mailbox and ensure requests are logged into the Help Desk system within agreed time frames.- Document detailed steps completed during problem resolution for future problem reproduction and resolution.- Foster excellent relationships and communications with client users and IT peer groups.- Research problems and document solutions consistently and correctly in writing and do so with good grammar, spelling, and overall good written communication skills.


Qualifications

- 5+ years desktop support experience with hardware installation/configuration and Microsoft suite of products.- Provide intermediate level support for the Microsoft suite of products (Word, Excel, Access, Project, Publisher, Power Point, Windows 00/03/NT, Internet Explorer, Visio) and Desktop applications (Microsoft Outlook, SAP, Active Directory, etc.).


- Knowledge and experience in Customer Service.- Strong interpersonal communication skills, both written and spoken.- Capability to be an excellent team player who shares knowledge and information.- Ability to lift up to 50 pounds for moving PC equipment.- Ability to multi-task efficiently.- Knowledge and experience with Windows 2010, MS Office Suite, MS Exchange and SAP.- Ability to read and comprehend instructions, short correspondence, and memos.- Ability to write correspondence.- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.- Ability to interact effectively with all people.- Strong communication skills, both verbal and written.- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.- Ability to apply common sense understanding to carry out instructions furnished in written, oral and diagram form.- Ability to deal with problems involving several concrete variables in standardized situations.




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