Analyst II-Systems Desktop Support

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

*       Provide excellent customer service to I.T.’s customers by assisting them during the support process. 

*       Install, configure, and maintain desktop and notebook computers and peripherals.

*       Analyze, troubleshoot, and resolve system hardware, software, and networking issues related to desktop and notebook computers that are not resolved at the I.T. Help Desk.

*       Utilize SCCM to manage software licenses, asset allocations, and deploy application packages.

*       Make recommendations to improve customer service operations.

*       Provide second-level support for all computing infrastructure issues, with a goal of meeting metrics aligned with I.T. Customer Services’ goals.

*       Assume ownership of I.T.’s customers’ service requests assigned to him or her, and will assure that service requests are handed off to higher tiers of support, if needed, in an organized fashion.

*       Responsible for multiple sites within a region of responsibility.

*       Provide high-quality and timely communications to I.T.’s customers during the service process, using frequent verbal and written communications. 

*       Must record actions taken on a service request will be logged into the I.T. work order.

*       Maintain and project a professional attitude toward I.T.’s customers at all times and in all circumstances.

*       Diligent and tenacious in assuring that all service requests are handled in a timely manner, to the satisfaction of I.T.’s customers.

*       Provide alternatives when necessary in order to meet I.T.’s customer’s business requirements.

*       Provide support to the I.T. Help Desk and other I.T. personnel as needed.

*       Advise the User Support Supervisor on technical issues and make recommendations on technology within his or her area of expertise.

*       Any additional responsibilities or tasks as necessary.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

*       B.A./B.S. in Computer Science or other technical field preferred. 

*       Minimum 2 years’ experience in on-site computer support.

*       Familiar with a broad range of computer operating problems and solutions. 

*       Excellent customer-service and problem-solving skills. 

*       Excellent verbal and written communications skills.

*       Excellent listening skills.

*       Helpful and patient attitude.

*       Energetic and positive attitude.

*       Customer-focused.

*       Self-starter, yet willing and able to take and execute direction when needed.

*       Seeks to expand knowledge and grow in position.

*       Works well in a team environment.