The Desktop Support Analyst investigates and resolves software/hardware problems and connectivity issues for computer users as well as generally assisting users. The Desktop Support Analyst is responsible for interviewing users, collecting information about problems, leading users through diagnostic procedures, and handling problem recognition, research, isolation, resolution and follow-up. The Desktop Support Analyst is also responsible for logging and tracking calls using the current ticketing (ChangeGear) database, and maintaining historical records and related problem documentation. The person in this position will have active involvement with companywide project efforts, participate in testing efforts, and form effective professional relationships on behalf of the team with IT staff members and management.
Candidate must have at least three years solid experience in the technology support field.
Related certification or equivalent, e.g., 2-year certificate from a college or technical school, A+ certification, is a plus. Candidate must be able to read, analyze, and interpret common technical instructions, and have the ability to apply instructions to resolve customer problems in a timely manner.
Candidate should have knowledge of Windows 10, Word 2016, Excel 2016, Outlook 2016, Adobe Acrobat DC or later and Internet Explorer 10 or higher, and be familiar with supporting and troubleshooting various remote access tools including VPN, Citrix or Web Mail. Attendance in training on required applications is expected.
Having supported document management systems (e.g. NetDocuments) or Aderant Expert is a plus.
– provided by Dice
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