Desktop Support Analyst

Title: Desktop Support Analyst

Location: : Ann Arbor, MI 48105

Duration: 04+ Months

Description

Top Daily Responsibilities

• Service Walk-Ups (Front-Line IT person) at IT Service Station for break\fix, resolve issues, triage incidents and requests of various IT Services.
• Work on SNOW ticketing queue, creating help desk tickets.
• Support Conference Rooms (Zoom) and User Cubical for break\fix.
• Support and handle new hire tasks, provision new systems for replacement and new hires setup.

Additional Responsibilities:

• Troubleshoots software and hardware failures and identifies network problems when they relate to personal (desktop or laptop) computers.
• Performing regular maintenance on PC equipment such as computers, notebook computers, printers, and auto-switches; scanning computers for viruses
• Maintaining an inventory of PC hardware equipment and software programs
• Providing relocation of PC systems as needed
• Assisting with special projects on various issues as needed
• Documentation; write and update documentation of all IT/Systems Processes
• May conduct training programs designed to educate an organization s computer users about basic and specialized applications.

Must have:

• Experience in supporting end-users (in person / remote) in a corporate environment.
• Knowledge of Windows 10 operating system, Mac OS
• Knowledge of general network and computer security
• Be able to troubleshoot WIN 7/10, Office 365, computers/laptops SW and HW
• Communication skills; be able to assist users and explain issue in non-technical terms for user to understand and communication clearly with other team members verbally, written, and process flow charts
• Excellent customer service skills, strong attention to details with excellent follow up is preferred, with a sense of urgency daily interaction with user and team
• Able to work independently as well as with a team
• Able to lift to 40+ pounds of technical equipment
• Knowledge of ITIL and ITSM best practices

Nice to have:

• 4 year college degree in relevant field
• Mac knowledge
• Be able to troubleshoot video conference rooms
• IT COMPTIA certifications; 2+years
• General knowledge of networking such as TCP/IP routing on WANs and LANs, switches, firewalls, VPN s, SAN and wireless

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.