Desktop Support Analyst



Work in a fast-paced dynamic environment with an end goal of keeping our clients' employees as produc-
tive as possible with all of their computer hardware, network and software problems

Role Responsibilities:

  • Desktop and phone support
  • Heavier on level 2 support. Serious application and network work are handled by other teams.
  • The successful candidate will provide day-to-day technical and application support to employee issues involving: laptop, workstation, network, as well as standard (Microsoft) and custom applica tion services.
  • Acts as a liaison for business to other IS groups/next tier support.
  • Document and implement standard operating procedures and customer service guidelines relating to IT support.
  • Acquire and maintain current knowledge of relevant technology offerings and support policies in order to provide solutions to customers.
  • Regularly share knowledge with other team members
  • Ability to perform root cause analysis and identify problem trends in an effort to provide the data to proactively remove problems from the environment.
  • Manage multiple simultaneous assignments of varying scope and priority
  • Technical awareness and ability to pick up technical concepts quickly
  • Strong dedication to customer service. Ability to assist customers with confidence, and relate effec tively with customers, vendors, and management
  • Ability to work well both as an individual contributor and within a team of IS professionals
  • Self-motivated and the ability to focus on day-to-day tasks to meet Desktop's service level agree

Required Qualifications:

  • Education: Bachelors in CIS/MIS or college diploma and equivalent experience.
  • Experiences in use of BMC/Remedy tool to track issues and collect data for analysis
  • Microsoft Certified IT Professional (MCTS/MCITP), ITIL Foundation Certification in IT Service Management, A+ Certification, SharePoint site maintenance.
  • Strong knowledge of Win XP and Win7 troubleshooting and deployment.
  • 2 years related experience preferred

Please quote “Desktop Support Analyst” in the subject line of your e-mail and email it to

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