IT Desktop Analyst II

Job Duties and Qualifications

• Under general supervision, troubleshoots and responds to service desk tickets for software and hardware issues, including remote support of PC's and peripherals in a networked environment.
• Escalates problems not resolved within established service levels. Follow-up with customers to ensure satisfactory incident closure, and updates and closes call records for work performed.
• Ensures work is performed in accordance to company policies, standards, and procedures.
• Assists with installing and de-installing software, PC's and peripherals as required.
• Performs own work and provides assistance to others as directed.
• Job tasks, correctly performed, have minimal impact upon the viability of the organization.
• Error is readily ascertainable by the supervisor and can be corrected.
• Skills are typically acquired through completion of an undergraduate degree in an MIS field is desired.
• Desired technical skills acquired through A+ certification or equivalent work experience and 3 years of experience in desktop support in a Microsoft environment.
• Must possess basic desktop hardware knowledge, proficient use of Microsoft operating systems, understand the basic use of Microsoft office suite and basic understanding of computer networking.