Desktop Support Analyst II

Position Summary

Responsible for maintaining the integrity of all computer workstations, mobile devices, and associated software within the company. The Desktop Support Analyst II will also be the main point of contact for employees who are experiencing computer and technology issues. Desktop Support Analyst II will also have the access to complete some system level tasks and work more closely with company administrators

Essential Functions

• Manage users, groups, and permissions in Active Directory.
• Support all mobile devices, including Microsoft, Apple, and Android phones and tablets.
• Assist with networking problems remotely and in-house.
• Install and configure new hardware and software.
• Maintain an organized and responsive JacamCatalyst technology help desk.
• Answer, support, resolve, and document end user technological problems via phone, email, or direct contact.
• Provide end user support in the installation and configuration of desktop computers, peripheral equipment, and software and support their ongoing usability.
• Support, monitor, test, and troubleshoot computer hardware and software problems.
• Provide vendor support by working with vendor IT support contacts to resolve technical problems with computing equipment and software.
• Contribute resolutions, processes, and procedures to technical support documentation.

Qualifications

• Two years of experience supporting Windows desktop and laptop PCs.
• Proficiency in Active Directory/Microsoft Exchange.
• Prior experience installing software, patches, and updates on desktop computers and laptops.
• Prior experience troubleshooting basic network, software, and printing problems.
• Must be flexible and able to adapt to different tasks, including the ability and willingness to learn new and existing computer technologies.
• Must be able to meet deadlines and manage stress effectively in high-pressure situations.
• A strong sense of discretion and confidentiality is required.
• Understand IT principles and be able to communicate technical concepts to audiences with different levels of technical knowledge.
• A valid driver’s license is preferred.

Skills & Abilities

• Computer Skills: Advanced computer skills. Background in Microsoft Office applications is required, especially Microsoft Excel
• Customer Service Skills: Meet internal and external commitments and respond promptly to employee and customer needs.
• Work Ethic: Be dependable, trustworthy, truthful, and credible in the workplace. Exhibit a cheerful demeanor towards others. Display a sincere desire to provide service or assistance, follow instructions, and take responsibility for your own actions. Build a positive rapport with customers and co-workers.
• Physical Abilities: Lift and carry up to 50 pounds in various packaging.

Work Environment

An indoor controlled environment.