Desktop Support Analyst Job

Location: Wilton
Posted on: November 4, 2024

Job Description:

We are currently looking to fill s a second-tier technical support role that deals primarily with hardware setups and software installations, as well as moderate to high complexity hardware/software troubleshooting issues escalated from first-tier technical support. Three to five years minimum experience in desktop support is needed to apply. Must possess a working knowledge of desktop and laptop hardware components, hardware configurations, and have software troubleshooting experience. Desktop technician applicants must have been working in a Desktop Support role within the past 2 years
Job Duties:
• Desktop Engineer staff routinely receives work tasks through the company’s enterprise ticketing system to install hardware and software on desktop and laptop machines by responding to assigned tickets and requests of medium to high complexity escalated from the help desk
•Desktop Engineer II is responsible for installation, support, and higher level diagnosing/troubleshooting of hardware and software for desktop and laptop computer incident issues
• Ability to lift and carry computer components to deploy and connects pc laptops and desktops at customer office and cube locations
• Remote problem solving through use of remote connection and installation tools
• Upgrading desktop hardware – RAM / Hard Drives / Video / Cams
• Workstation moves and setups
• Basic troubleshooting of LAN and connectivity issues
• Image or re-image computers from standardized base image and business unit application profile
• Perform data migrations and assist in data restorations
• Create and maintain support documentation for the team based from fixes found during troubleshooting issues, as well as installation guides for software and PC builds
• Experience in logging problems and resolutions using Problem Tracking Software and update work tickets in real-time with status and next steps toward closure and detailed resolution steps
• Perform work on desktop and software upgrade projects
Skills:
• Good working and troubleshooting knowledge of Windows XP and 7
• Microsoft Active Directory knowledge and usage
• Experience with Lotus, Microsoft Office 2010
• Basic TCP/IP Networking Protocols
• Setup of wireless handheld devices such as Blackberry, Apple iOS – iPhone / iPad
• Assist in the creation and maintenance of department policies and procedures
• Provide training and guidance to junior Desktop Engineers
• Coordinate activities with Help Desk, Network Services, or other IS groups
• Create and maintain support documentation for the team based from fixes found during troubleshooting issues, as well as installation guides for software and PC builds Start Time:
 
Excellent time management skills are needed to multi-task work quickly and balance multiple tasks at once while maintaining service level agreements with business units • Excellent communication skills is one of the most important facets of Desktop Engineer job role in maintaining high customer service levels • Microsoft Certified Systems Engineer, CompTIA A+ Service Technician certification is a plus • MCSE, MCSA, A+, CCNA • College degree or equivalent experience (5+ years) • Universal Imaging Utility • Microsoft SCCM • Microsoft App-V ----- M

Keywords: , Portland , Desktop Support Analyst Job, IT / Software / Systems , Wilton, Maine