DESKTOP SUPPORT ANALYST

Job Description

Department: Information Services

FLSA: Non-Exempt, Full-time Regular

Location: Rocklin or Roseville, CA. In Office

Primary Job

The Desktop Support Analyst is primarily responsible for new hire and break/fix hardware support, daily service requests related to accounts and email, as well as the direct escalation point for the Tier1 Help Desk.Essential Duties and Responsibilities

Monitor the ITSM ticketing system for incoming requests including assigning and escalating accordingly.

Respond to new incidents and requests and resolve technical issues encompassing hardware, software, and networking within established SLA by providing remote and onsite support.

Escalate issues that cannot be resolved within the documented SLAs.

Respond to inquiries and requests from users, and management to provide technical assistance and support to ensure service availability.

Administration of servers, network resources, and telephony systems to ensure availability of services to authorized users when necessary.

Track all work in the ITSM ticketing system ensuring all assigned tickets have accurate and up-to-date account of all troubleshooting steps and follow-up details.

Responsibilities include account management as well as asset and inventory management of hardware relevant to user onboarding, break/fix, and user offboarding. Includes moving and lifting of hardware including PC’s, monitors, and printers.

Including RMA of hardware through vendor portals in a timely manner.

Work collaboratively with internal engineering staff to determine and resolve general problems reported by users.

Documentation creation and maintenance of job aids and/or knowledge articles.

Other duties as assigned by management.

Qualifications/Requirements

2+ years proven experience supporting clients at a Tier1 IT Help Desk. Supporting various operating system platforms; Microsoft Windows 10+ & Apple iOS

2+ years client hardware experience troubleshooting Windows drivers & physical hardware components.

Encompass knowledge preferred but not required.

Technical proficiency of Microsoft Office 365 productivity software, O365 Administration, Microsoft Exchange administration, AD/AAD hybrid environments, standard and wireless networking (WiFi), Apple iOS, Android devices, network and local printers, AV software, and the use of Remote Management tools.Desired Certifications

Microsoft Technology Associate (MTA)

Apple Care Mac Technician (ACMT)

CompTIA A+ Certification

HDI Customer Service Representative (HDI-CSR)