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Desktop Support Analyst (Various Levels Available)

Software Guidance & Assistance

Location: Tampa, FL 33601
Type: Temporary (unspecified), Non-Remote
Posted on: July 22, 2021
This job is no longer available from the source.
Software, Desktop, Analyst, IT, PC, Windows, Research, MCP, Management, Technician, System, Genetic
Contract W2, Contract Corp-To-Corp, Contract Independent
Software Guidance & Assistance, Inc., (SGA), is searching for Desktop Support Professionals at various levels of experience for a CONTRACT assignment with one of our premier Utilities clients in Tampa, FL .
PRIMARY RESPONSIBILITIES (applies to 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 Service 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.
These positions will report to the Managers of the Service Desk and Desktop Support and interact with all levels of employees throughout company.
1) ASSOCIATE DESKTOP SUPPORT ANALYST
Additional Duties and Responsibilities:
Provide initial phone support/first contact resolution of desktop/laptop problems and application interface issues following the guidelines for IT Service Desk.
These will include:
• Password resets for remote and in-house Business Partners for various systems.
• Perform basic email client administration.
• Maintain and monitor Active Directory to perform account administration, password changes, group changes, and account expiration changes.
• Provide support on technical issues including account administration, data security, data restores, IT policy enforcement and software installation.
• Escalate unresolved problems to higher level support personnel. Document resolution in knowledge base for future reference.
Provide desk side support to employees located at various locations on issues that require direct access to the PC or laptop for issues noted above.
Required Experience: Minimum of 6 years of customer service experience. A college degree may be considered in lieu of 3 years equivalent experience.
Other Skills:
• Strong focus on customer care.
• Excellent verbal and written communication skills and organizational skills.
• Excellent problem solving techniques and listening skills.
• Ability to perform email administration, remote control, and server data restorations for routine calls.
• Ability to multitask efficiently and accurately.
• Maintain focus in an environment with frequent interruptions.
• General knowledge of Microsoft Office applications, Windows operating systems, and basic networking skills.
• Ability to analyze and repair hardware related issues on desktop and laptop computers.
2) DESKTOP SUPPORT ANALYST
Additional Duties and Responsibilities
• Research and resolve the more difficult and complex problems that have been escalated to next level.
• Create and maintain documentation of complex procedures and provide status updates to customers.
• Participate in team projects that enhance the quality or efficiency of the Service Desk and/or in the support of customer applications.
• Maintain strong working knowledge of all the equipment and systems supported by the Service Desk by keeping current with all documentation.
• Mentor associate desktop support analysts.
• Provide support for customer moves and setups for new employees.
Required: ITIL Certification and a Valid Driver's License.
Preferred: Microsoft Certified Product Specialist (MCP), A+ Certification, or related certifications, training or equivalent experience.
Required Experience: Minimum eight years of IT-related experience.
Other Skills:
• Proficient knowledge of incident management processes, problem management processes, call management, mainframe operation and PC computing environment.
3) SENIOR DESKTOP SUPPORT ANALYST
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.
Required: ITIL Certification and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience and a Valid Driver's License.
Required Experience: Minimum ten years of related IT experience.
Other skills:
• Ability to mentor, train and effectively transfer knowledge to other desktop support analysts.
• Proficient in ten to fifteen applications/processes within IT.
4) LEAD DESKTOP SUPPORT ANALYST
Additional Duties and Responsibilities:
• Research and resolve more difficult and complex problems that have been escalated to the next level.
• Analyze and identify trends in incident resolution.
• Mentor other peers on hardware and software analysis and resolution.
• Provide customer training in the field of desktop/laptop use, mobile users, remote access, email systems, printers, and multifunctional devices.
• Participate or lead larger projects that will implement changes on desktop systems and applications throughout the company.
• Develop, define and communicate technical procedures for products supported by IT.
• Provide support to the Asset Management group to include installation of desktops, laptops, printers, and miscellaneous peripherals.
• Work closely with management on daily issues and long-term projects.
• Contribute to the improvement of the department's service to the organization through creative thinking and idea sharing.
• Talk with team members and research problems and find solutions, communicates with programmers to explain software errors or recommend changes.
• Perform the role of incident manager as needed.
Required: ITIL Certification and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience and Valid Driver's License.
Preferred: Microsoft Certified Desktop Support Technician (MCDST) and Microsoft Certified System Administrators (MCSA).
Required Experience: Minimum twelve years of related IT experience.
Other skills:
• Must be able to acquire and maintain knowledge of relevant product offerings and support to provide technically accurate solutions to customers.
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com .
EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.