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Desktop Support Analyst

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Wilmington, DE

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Desktop Support Analyst
Phoenix Technology Partners, LLC

Wilmington
DE
Job #700137910
Minimum Qualifications: Expertise with the installation, configuration, and troubleshooting of Microsoft Operating systems and Microsoft Office applications Exceptional customer service skills Strong communication skills and the ability to explain technical solutions to end users in an easy to understand way Experience with an ITIL based ticketing system (Remedy, HEAT, ServiceNow, etc.) Strong technical and analytical skills, with solid experience in problem analysis and resolution of software problems Exceptional HW troubleshooting and diagnosis skills Ability to thoroughly follow SOP, checklists, and other instructions General Skills: Responsible for installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems. Installs and optimizes HW/SW/Networking product and configurations. Perform diagnostics and resolves product performance problems. Ensures customer satisfaction by preventative maintenance and configurations which may impact product performance. Needs a thorough understanding of Windows 7 & 8.1 and PC hardware. Responsibilities include imaging and configuring PCs that are required to fulfill incidents, IMAC, and Refresh projects. Installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems. Strong hardware and software installation and support experience. Ability to install, test and troubleshoot computers and peripherals. Perform configurations and Break/Fix in a PC configuration and setup environment. Process daily tickets to meet or exceed SLA's. Work will include troubleshooting, hot swaps and asset tracking tasks. PC/laptop Hardware and software, Advanced Hardware installation, diagnostics and support, Experienced Maintain knowledge of current and new technologies. Seek opportunities to learn new skills. Will be expected to be able to research problems and products when necessary Provide on premise support for projects and other support teams where needed Support and maintenance of inventory and asset management processes and procedures Understanding of or experience with imaging and diagnostic tools. Ability to multi-task and mange time efficiently. Must be able to lift and transport desktops, laptops, monitors, printers, and any related equipment and accessories as needed. Education: Bachelor Degree or 3 to 5 years of Desktop Support experience Certifications: ITIL Certification a Plus Microsoft Certification (any) CompTIA A certification
Updated 07/12/2018
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