Desktop Support Analyst
Company: Kelly IT
Posted on: March 14, 2020
IT Desktop Support Analyst - Petaluma CA 6 month contract to
hire opportunity Salary once hired on 65-75k depending on
experience Overview Provides a higher level of technical support
through analysis problem solving to facilitate installation,
implementation, maintenance, education, documentation of a variety
of computer software technologies. Utilizes over the phone, remote
communication technologies, onsite support to service customers.
Provides day-to-day support, including travel if necessary.
Performs maintenance as assigned. Reports to Desktop Supervisor.
Works closely with CustomerDesktop Support Analysts other technical
team to provide white glove service to Executive Management Team.
Responsibilities Performs onsite analysis, diagnosis, and
resolution of desktop, server, network and applications problems
for end users, and recommends and implements corrective solutions,
including offsite repair for remote users as needed. Installs,
configures tests, maintains, monitors, and troubleshoots end-user
workstations and related hardware, software, and system issues in
order to deliver required desktop service levels. Maintains good
working relationship with all customers. Trains end-users as
required. Assesses the need for implements performance upgrades to
computer systems. Collaborates with LAN and Network technicians and
administrators to ensure efficient operation of the company s
desktop computing and network environment. Administers resolves
issues with associated end-user workstation networking software
products. Administer to AV setup operation at site. Documents IT
related procedures processes to improve overall team knowledge.
Works independently and with the team to develop solutions manage
multiple tasks. Serves as a liaison with third-party vendors.
Receives and responds to incoming calls, pages, andor e-mails
regarding end-user hardware or software problems promptly. Contacts
the customer promptly with status. Documents all actions related to
calls or projects. Assists in preparing, maintaining, and upholding
procedures for logging, reporting, and statistically monitoring
desktop operations. Assist in maintaining inventory of all
monitors, keyboards, hard drives, modems, network cards, and other
components and equipment. Properly handles all equipment and tools,
storing as required upon completion of work. Assist Network, Telco,
Storage, and Server teams as necessary. Be available for weekend
and after hours support when needed. Qualifications BS Degree in
Information Systems, Computer Science or related experience
preferred 5 to 7 years of work experience in IT A+ Certification
and Microsoft Certified Professional or other industry
certifications preferred Strong experience troubleshooting,
repairing, and installing computer hardware and software, and
coordinating the installation of PC Systems, including application
software. Working knowledge of networking and communications
protocols, MS Windows XP and higher support, MS Office
Applications, and Internet Explorer. Working knowledge of Active
Directory and network services (DNS, DHCP, WINS) a plus. Ability to
train and guide lesser-experienced individuals. Reads and
comprehends written instructions and procedures and communicates
clearly and concisely through written and verbal communications to
others. Demonstrates ability to produce detailed incident
resolution for a technical audience and produce clear written
communications for a non-technical audience. Shows attention to
detail. Uses critical thinking problem-solving skills to evaluate
problems for accurate timely resolution, observing expectations for
service level. Works independently as a positive contributing
member of a team. Learns new systems hardware, as implemented.
Follows instructions and procedures. Customer service focused.
Keywords: Kelly IT, Petaluma , Desktop Support Analyst, Professions , Petaluma, California
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