Desktop Analyst

2 months ago

Atlanta, United States Corporate Positions Full time

The Desktop Analyst will be responsible for providing support for all end-user technology including desktops, laptops, tablets, cell phones, handheld devices and audio/visual equipment. This position will be responsible for procuring, configuring, and deploying end user technology as appropriate to support business needs. In addition, to providing day-to-day support in resolving incidents, he/she will also be responsible for tracking assets as they progress through the hardware life cycle.

DUTIES AND RESPONSIBILITIES:

User Support:

  • Provide first and second-level technical support for end-users in a predominantly Microsoft environment.
  • Troubleshoot and resolve issues related to desktops, laptops, Zebra handheld scanners, cell phones, and other user devices.
  • Ensure timely resolution of support requests to minimize downtime and maintain high user satisfaction.
Device Management:
  • Manage the configuration, deployment, and maintenance of desktops, laptops, Zebra handheld scanners, and mobile devices.
  • Conduct regular audits of user devices to ensure compliance with security policies.
  • Implement and enforce asset management processes to track and manage end-user equipment efficiently.
Technology Provisioning:
  • Oversee the provisioning of end-user equipment and software, ensuring alignment with organizational standards.
  • Collaborate with procurement and vendors to acquire necessary hardware and software licenses.
  • Streamline the equipment provisioning process to enhance efficiency and user experience.
Asset Management:
  • Maintain an accurate inventory of all end-user devices and software licenses.
  • Conduct regular asset audits to reconcile inventory and identify discrepancies.
  • Collaborate with Finance and IT teams to ensure accurate financial tracking of IT assets.
On-call Support:
  • Participate in an on-call rotation to provide after-hours support for critical issues and emergencies.
  • Be available to respond to and resolve on-call incidents promptly and effectively.
Collaboration:
  • Collaborate with other IT teams to escalate and resolve complex technical issues.
  • Communicate effectively with end-users, ensuring a positive and professional support experience.
Documentation and Training:
  • Create and maintain documentation for troubleshooting procedures, best practices, and user guides.
  • Conduct user training sessions to enhance their understanding and efficient use of technology.
Typical Knowledge and Skills:
  • Proficiency in Microsoft technologies, including Windows OS, Active Directory, and Office 365.
  • Proven experience in providing technical support in a Microsoft-centric environment.
  • Strong knowledge of hardware and software platforms, operating systems, and end-user applications.
  • Familiarity with Zebra handheld scanners and mobile device management.
  • Experience with remote support tools and ticketing systems (Kaseya, ServiceNow)
  • Knowledge of ITIL practices.
  • Excellent communication, and interpersonal skills.
  • Excellent troubleshooting and problem-solving skills.
  • Ability to adapt to new technologies and learn quickly in a fast-paced environment.
POSITION QUALIFICATIONS:
  • Legal Age: 18 Years
  • Education or Equivalent Experience: Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience.
  • Function Specific Experience: 5 years or more of experience in end-user technology management.
  • Certification Requirements: CompTIA A+ and ITIL certifications are a plus.
  • Travel Requirements: Up to 25% or as needed to support business requirements.
  • Schedule: May require some nights, weekends, and holidays.
WORKING CONDITIONS: Describe the physical environment in which the job works and any special physical qualifications required (safety hazards, visual/hearing acuity or unusual conditions). Work is performed in area that is adequately lighted and ventilated.

Physical Demands:
      • Must be able to sit, stand, and/or walk for extended periods of time
      • May require some lifting up to 20 lbs.


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