Desktop Support Analyst

2 weeks ago

San Antonio, United States ECOM - Elite Computer Consultants, Inc. Full time

Desktop Support Analyst San Antonio

Under general supervision, the Desktop Support Analyst is responsible for providing technical support and service to the end user community, employing a high degree of customer service and technical expertise within established service levels. Uses various techniques for resolving problems. Adheres to standard required. Has frequent interactions with customers; therefore, must be effective in interpersonal communication and problem solving. Uses a high degree of patience and problem management techniques to resolve customer issues and service requests. Follows through on problem resolution with users. Consults available solution databases and resources to optimize problem resolution. Maintains IT asset information in Asset Management System.

Provide technical support to the end user desktop computing computing environment to include:

  1. Install, move, add or change for desktop hardware and peripherals.
  2. Break/Fix Support and Maintenance for Desktop Hardware and Peripherals.
  3. Install and configure, as appropriate, desktop software applications and utilities.
  4. Supports and maintains all personal productivity desktop software.

Maintain desktop hardware and peripherals inventory in accordance with established process and procedures. Assist in desktop hardware and peripheral asset refreshes and in the end-of-life process of retired equipment.

Document standard software installation and configuration procedures.

Establish and maintain effective lines of communication with end-users throughout the lifecycle of their issue or service request.

Communicate critical issues and status of ongoing projects and tasks to direct supervisor.

Deliver response and resolution to issues and service requests within the established service levels.

Maintain technical competency with appropriate technologies, support processed and procedures.

Assist with server, network and voice issues as directed.

Perform on-call related duties as scheduled.

Perform other related duties as required.

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