Desktop Support Analyst

SUMMARY: 

Responsibilities include but not limited to provide Desktop, Software and Network Support services remotely and on-site. The role requires strong technical skills with an emphasis on delivering superior customer service within our SLAs. In addition, the analyst will participate in projects such as PC refresh, and other projects based on business needs.  

This position reports to the Help Desk Manager. 

JOB DUTIES: 

• Provides excellent customer service at all times to internal customers in a business, medical and dental environment 

• Provides remote and on-site technical support  

• Create incident/request tickets, prioritize, update and close tickets per SLAs 

• Setup and configuration of new computers, software installation, updates and upgrades 

• Setup and configuration of mobile devices 

• Troubleshoot network issues 

• Setup and troubleshoot printer, copier, scanner and fax issues 

• Able to resolve technical issues independently and work with minimal supervision 

• Interfaces with multiple departments to solve problems and improve process quality. 

• Follows internal documentation and updates documentation as necessary.    

• Updates software inventory as needed. 

• Participates in a rotational after-hours on-call support  

• Will be required to travel to different locations to support end-users if issue(s) cannot be resolved remotely 

• Work with other IT departments and third-party vendors to resolve technical issues, and may serve as the primary liaison between internal IT teams and vendors 

• Participates in special projects as assigned  

JOB QUALIFICATIONS: 

• 3 plus years of relevant desktop support experience or equivalent combination of education and work experience 

• Strong problem and troubleshooting skills, excellent customer service skills, including professional phone and email interactions 

• Able to work under pressure in a positive, friendly and professional manner 

• Very good understanding of desktop and network administration fundamentals, Windows installations/upgrades, and problem solving analytical skills 

• Vehicle transportation and able to lift 25 lbs. is required