Desktop Support Analyst

Job title:- Desktop Support Analyst
Location: Tampa, FL 33605 100% Onsite
Duration: 06 months
 
Primary Duties And Responsibilities – All Levels
In each of the levels of the Desktop Support Analyst Family the analyst will:

• Determine the appropriate course of action within the incident management process (ITIL).
• Works under limited supervision on non-routine, moderately technical assignments.
• Regularly use judgment in work assignments and decision making that affect operations.
• Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas.
• Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure)
• Update and close ServiceNow tickets for work being performed.
• Provide desk side support to employees located at various locations on issues that require direct access to the tablet, PC or laptop for issues noted above.
• Create and maintain documentation of complex procedures and provide status updates to customers.
• Participate in team projects that enhance the quality or efficiency of IT in the support of customer applications.
• Provide support for customer moves and setups for new employees.
• Assist team members with more difficult problems, referring problems to systems’ groups or other technical support as required.
• Train new personnel, ensuring that they are familiar with various functions, duties, manuals, and personnel to minimize interruptions to the user.
• Research and resolve more difficult and complex problems that have been escalated to the next level.
• Participate or lead larger projects that will implement changes on desktop systems and applications throughout client Energy.
• Develop, define, and communicate technical procedures for products supported by IT.
• Work closely with management on daily issues and long-term projects.
• Contribute to the improvement of the department’s service to the organization through creative thinking and idea sharing.
• Talk with team members and research problems and find solutions, communicate with programmers to explain software errors, or recommend changes.

 
 
Knowledge/Skills/Abilities (KSA)
Required:
Strong focus on customer care.

• Excellent verbal and written communication skills and organizational skills.
• Excellent problem-solving techniques and listening skills.
• Ability to perform email administration, remote control, and server data restorations for routine calls.
• Maintain focus in an environment with frequent interruptions.
• General knowledge of iOS, Microsoft Office applications, Windows operating systems, and basic networking skills.
• Ability to analyze and repair hardware related issues on tablets, desktop, and laptop computers.
• Ability to mentor, train and effectively transfer knowledge to other desktop support analysts.

 
Education
Required:  High School Diploma or equivalent
Preferred: Associate or bachelor’s degree in a computer-related field or business administration with concentration in computer science.
 
Licenses/Certifications
Preferred:  ITIL certification and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience.  Valid Driver’s License.
 
Related Experience
Required:  Minimum eight years of related IT experience. A college degree may be considered in lieu of some equivalent experience (i.e., an Associate's with 6 years’ experience; or a bachelor’s with 4 years’ experience.)