Desktop Support Analyst

Company: Primary Services
Location: Houston
Posted on: November 22, 2021

Job Description:

Desktop Analyst Responsibilities: Ensure that users are opening tickets for Incidents and Requests for tracking, escalation, quick resolution purposes. Provide 1st & 2nd level technical support to end users by certifying, installing and maintaining desktops, laptops, related peripherals, mobile devices, TOIP phones, video conference systems, corporate standard software and specific line of business software; ensure proper functionality and adherence to corporate standards. Maintain and process tickets for Client Service Incident and Service Request resolution to meet customer expectations for resolution, escalation, and reporting. Provide training and guidance to end users regarding usage, policies, procedures and security on standard hardware and software. Ensure all incidents, Service Requests, Change Management processes are appropriately followed and communicated within target to satisfy SIA and departmental requirements. Advise other support staff members regarding difficult problems or Issues; offer assistance in resolution; escalate to other IT groups Participate and communicate with global teams, In particular the Mobility, Security, and Workstation teams, to ensure coherence In the implementation and communication of global standards, services, and solutions. Implement software Installation packages, security and OS patches, and application updates utilizing automated electronic distribution. Participate In projects or responsible for complex tasks within a project to ensure technically and economically feasible solutions that meet business objectives. Maintain and oversee Client service hardware and software Inventories to meet customer expectations in terms of being up-to-date, accurate, and reportable. Support various site applications that are key to operations of the facility. Work closely with the Applications Team to resolve application issues as well as evolving applications as required. Provide Local IT Support for all IT Domains. This includes providing smart hands support for the Network Team as well as the Server Infrastructure Teams. Desktop Analyst Requirements: Flexibility to work extended hours as required. Customer service oriented, excellent written and verbal communications skills, ability to multi-task, work well with others. College degree or equivalent work experience. Minimum 5 years of experience with end user support Extensive knowledge of PC hardware, PC Imaging software, Microsoft and Linux operating systems, office automation software (SCCM), productivity tools, file/folder security, Active Directory user and computer management, networking essentials, Outlook, and o365. Excellent English speaking and writing proficiency. Spanish and/or French-speaking a plus. Desktop Analyst Skills Required to do the job: Excellent communication skills with clients, vendors, and other IT Staff Strong analytical, assessment, and problem-solving skills. Ability to work independently and as part of a team. Self-starter, ability to work with limited supervision, ability to multi-task. Customer service-oriented, excellent written and verbal communications skills, ability to multi-task, work well with others. Troubleshooting skills related to PC hardware, Microsoft OS and Office Products, Industrial Applications, Networking, and server infrastructure.

Keywords: Primary Services, Houston , Desktop Support Analyst, Professions , Houston, Texas