Desktop Support Analyst 1

The Desktop Support Analyst 1 is a member of the End User Services team and is the onsite IT resource serving their respective site. He/she can perform duties with minimal supervision and proactively identifies and drives the resolution issues. The Desktop Support Analyst 1 works under the supervision of IT Manager and continually works to deliver an exceptional customer experience.

Serve as the “go to” hands on IT resource for a respective site

Configure, deploy, maintain and troubleshoot desktops, laptops, printers, ip phones, mobile devices, and telecommunications devices including accessories related to end user equipment

Provide timely and accurate support to end users and other IT teams

Adhere to End Users Services and Company defined policies and procedures

Perform field support functions associated with internal and external customer-based needs

Work with ServiceNow application to manage ticket queues

Trusted to use the following tools to support desktop, laptop, and software management

Asset Management

Software Delivery

Remote Control

Active Directory

Provide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite

Administer local hardware inventory using ITAM tool

Provides after-hours on-call support when needed

Work as an extended resource to other IT Support teams to setup, troubleshoot, install/upgrade, decommission, and configure equipment

Onsite Servers

Onsite Telephony

Onsite Network

Other tasks as may be defined/assigned for the efficient functioning of the role

ASU0009589