Desktop Support Analyst at Generations… · Castle…

Description

Summary

The Desktop Support Analyst is responsible for ensuring proper computer operation so that end users can accomplish business tasks.

Primary Duties

1. Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
2. Build rapport and elicit problem details from service desk customers. Prioritize incidents and service requests according to defined processes to meet defined SLAs. Escalate incidents with accurate documentation to suitable technician, when required.
3. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
4. Use remote tools and diagnostic utilities to aid in troubleshooting.
5. Research solutions through internal and external knowledgebase as needed.
6. Identify and learn appropriate software and hardware used and supported by the organization.
7. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. 
8. Install antivirus software and ensure virus definitions are up to date.
9. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
10. Deploy pre-packaged software using distribution tools and processes as requested by end users.
11. Test fixes to ensure an incident has been adequately resolved.
12. Develop help sheets and FAQ lists for end users.
13. Contribute to technician knowledgebase as needed
14. Reinforce SLAs to manage end-user expectations.
15. Provide suggestions for continual improvement. Alert management to emerging trends in incidents.
16. Work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.
17. Maintain awareness of core system applications and enhancements and industry best practices by participating in user groups, webinars, and staying abreast of industry news.
18. Displays excellent teamwork and problem-solving skills. Fosters collaboration among team members and other departments to resolve issues, develop new products and services, and improve internal communication and awareness concerning mortgage lending activities.
19. Delivers complex and value-added business decision support, and recommends or implements solutions to support business line objectives.
20. Performs other duties as assigned.

Requirements

Education

Bachelor’s degree from an accredited college/university in business, technology, closely related field, and/or 1 year training experience.  

Experience

Two years of related work experience preferably within financial services, specifically a credit union environment.  

Skills

Must have the following skills and/or abilities:

• Solid understanding of TCP/IP, DNS, DHCP, Active Directory, Group Policies
• Solid understanding of Office 365 and Collaboration tools such as TEAMS
• Ability to build and maintain positive and effective working relationships with stakeholders
• Ability to work independently, within a team and cross-functionally
• Ability to interact effectively with people and use decision making skills
• Ability to execute multiple projects with ability to report quickly on status of any project
• Ability to take direction and feedback well and quickly correct course
• Excellent organizational skills and an ability to prioritize and follow-through within a multi-tasked environment
• Detail-oriented with solid time management skills
• Ability to balance multiple priorities and work within deadlines
• Excellent communication skills (both oral and written)
• Ability to read, interpret, and present information effectively
• Advanced or expert proficiency with the Microsoft Office Suite

Physical/Other Requirements

Employee is subject to standing, stooping, walking, lifting, and carrying objects throughout daily job performance. Work is a normal office environment. Intermittent effort involving lifting of amounts between 5 and 25 pounds required.