SENIOR DESKTOP SUPPORT ANALYST POSITION CONCEPT
The primary function of this position is to provide personalized service to Business Partners by identifying source of customer technology-related problems and providing a resolution. They should have a strong technical understanding of the various hardware, software and networking systems being supported.
Advancement in Progression
Advancement to a higher level is based on value added to the Company through increased duties, responsibilities and accomplishments. Advancement is not automatic, i.e., based solely on time in the job, but will be based on direct observation of the team members performance, accomplishments, qualifications and the business and/or technical needs of the department.
PRIMARY DUTIES AND RESPONSIBILITIES All Levels
In each of the levels of the Desktop Support Analyst Family the analyst will:
• Determine the appropriate course of action within the incident management process (ITIL).
• Works under limited supervision on non-routine, moderately technical assignments.
• Regularly use judgment in work assignments and decision making that affect operations.
• Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas.
• Utilize and update knowledgebase
• Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure)
• Update and close ServiceOne tickets for work being performed.
• Maintain technical/professional knowledge by reviewing publications, establishing personal networks, attending training.
• Required to work at various locations during storm restoration efforts.
Additional Duties and Responsibilities
• Research and resolve technical and more difficult and complex problems that previous levels cannot resolve.
• Assist team members with more difficult problems, referring problems to systems groups or other technical support as required.
• Train new personnel, ensuring that they are familiar with various functions, duties, manuals, and personnel to minimize interruptions to the user.
• Mentor desktop support analysts.
Education
Required: High School Diploma or equivalent
Preferred: Associates or Bachelors degree in a computer-related field or business administration with concentration in computer science.
Licenses/Certifications
Required: ITIL certification and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience. Valid Drivers License.
Related Experience
Required: Minimum ten years of related IT experience. A college degree may be considered in lieu of some equivalent experience (i.e. an Associate's with 6 years experience; or a Bachelors with 4 years experience.)
Additional Knowledge/Skills/Abilities (KSA)
Required: Ability to mentor, train and effectively transfer knowledge to other desktop support analysts.
Proficient in ten to fifteen applications/processes within IT. Employment Type: CONTRACTOR