Desktop Support Analyst

4 weeks ago

Bridgewater, United States Softworld, a Kelly Company Full time

Job Title: Desktop Support Analyst

Job Location: Bridgewater NJ 08807

Onsite Requirements:

  • strong troubleshooting and windows environment experience
  • ServiceNow and Intune experience
  • excellent written and verbal communication skills

Job Description:

  1. Performs onsite analysis, diagnosis, and resolution of desktop, printers, server, network and applications problems for end users, and recommends and implements corrective solutions, including offsite repair for remote users as needed.
  2. Installs, configures tests, maintains, monitors, and troubleshoots end-user workstations and related hardware, software, and system issues to deliver required desktop service levels.
  3. Provide in-person technical support for onsite users. Performs desk setups for new hires.
  4. Prepare and document all devices sent to legal hold for data retention.
  5. Maintains good working relationship with all customers. Trains end-users as required.
  6. Assesses the need for and implements performance upgrades to computer systems, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, memory chips.
  7. Collaborates with LAN and Network technicians and administrators to ensure efficient operation of the company's desktop computing and network environment.
  8. Administers and resolves issues with associated end-user workstation networking software products.
  9. Documents IT related procedures and processes to improve overall team knowledge.
  10. Works independently and with the team to develop solutions and manage multiple tasks.
  11. Serves as a liaison with third-party vendors.
  12. Receives and responds to incoming calls, pages, and/or e-mails regarding end-user hardware or software problems promptly. Contact the customer promptly with status.
  13. Documents all actions related to calls or projects.
  14. Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
  15. Assist in maintaining inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
  16. Properly handles all equipment and tools, storing as required upon completion of work.
  17. Assist Network, Telco, Storage, and Server teams as necessary.
  18. Be available for the weekend and after-hour support when needed.

Qualifications:

  1. BS Degree in Information Systems, Computer Science or related experience
  2. 3-5+ years of work experience in IT
  3. A+ Certification and Microsoft Certified Professional or other industry certifications preferred
  4. Strong experience troubleshooting, repairing, and installing computer hardware and software, and coordinating the installation of PC Systems, including application software.
  5. Working knowledge of networking and communications protocols, MS Windows XP and higher support, MS Office Applications, and Internet Explorer.
  6. Working knowledge of Active Directory and network services (DNS, DHCP, WINS) a plus.
  7. Ability to train and guide lesser-experienced individuals.
  8. Reads and comprehends written instructions and procedures and communicates clearly and concisely through written and verbal communications to others.
  9. Demonstrates ability to produce detailed incident resolution for a technical audience and produce clear written communications for a non-technical audience.
  10. Shows attention to detail.
  11. Uses critical thinking and problem-solving skills to evaluate problems for accurate and timely resolution, observing expectations for service level.
  12. Works independently and as a positive contributing member of a team.
  13. Learns new systems and hardware, as implemented.
  14. Follows instructions and procedures.
  15. Customer service focused.

** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.

This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future **

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