Sr. Desktop Support Analyst

Sr. Desktop Support Analyst Job Description Template

Our company is looking for a Sr. Desktop Support Analyst to join our team.

Responsibilities:

  • Document instances accurately of desktop equipment or component failure, repair, installation, and removal;
  • Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment;
  • Where required, administer and resolve issues with associated end-user workstation networking software products;
  • Receive and respond to incoming calls and e-mails regarding desktop problems;
  • Collaborate with LAN technicians/network administrators to ensure efficient operation of the company‚Äôs desktop computing environment;
  • Work with third-party support and PC equipment vendors as needed;
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations;
  • Assess the need for and implement performance upgrades for computers and laptops;
  • Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports;
  • Answer to and perform moves, adds, and changes (MAC);
  • Maintain current copiers and contact 3rd party vendor when needed;
  • Answer to and perform moves/adds/and change (MAC) requests as they are submitted.

Requirements:

  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment;
  • Analytical and problem-solving abilities, with keen attention to detail;
  • Excellent technical knowledge of PC, laptop, and desktop hardware;
  • A+ Certification;
  • Experience working in a team-oriented, collaborative environment;
  • Advanced experience using MS Office Suite, including Microsoft Word, Excel, PowerPoint and Outlook;
  • WDS or SCCM experience;
  • Strong written and oral communication skills with ability to present ideas in user-friendly language;
  • Hands-on desktop systems troubleshooting experience;
  • Experience working in an IT support ticket system;
  • Ability to conduct research into PC issues and products as required;
  • Strong customer service skills/experience;
  • Working technical knowledge of current protocols, operating systems, and standards;
  • Experience installing, configuring, testing, maintaining and troubleshooting end user hardware and software;
  • Ability to operate tools, components, and peripheral accessories supporting users.