Desktop Support Analyst

Company: Kelly IT
Location: Petaluma
Posted on: March 14, 2020

Job Description:

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