Desktop Support Analyst

Job summary

The Desktop Support Analyst will be responsible for supporting PLS desktop and Laptop Computing environment

Summary of essential job functions

• Respond to user, and system trouble tickets; maintains systems by researching and resolving problems; maintaining system integrity and security
• Identifies defect requirements by interviewing internal users; analyzing operations; determining problem scope; documenting results, or by identifying the appropriate higher tiered support resource to complete the task, and supply ample problem documentation
• Develops problem solutions by describing requirements in a work-flowchart and diagram; studying system capabilities; analyzing alternative solutions; preparing system specifications  
• Provides reference for internal users by writing documentation, providing support and help resolve IT related issues.
• Maintains qualify service by establishing and enforcing organization standards
• Prepares reports by collecting, analyzing, and summarizing information
• Other duties as required by business needs or as assigned. 

Minimum Requirements

• B.S. in the following areas: Computer Science, Information Technology, Management Information Sciences, Mathematics, Economics, Business Management, Finance or Engineering.
• 2+ years’ experience installing and troubleshooting of Windows 10.
• 2+ years’ experience troubleshooting Computer Hardware and configuring.
• Must be able to troubleshoot Local and Network Printers.
• Basic understanding of TCP/IP, DNS, DHCP, and VPN configurations.
• Must have a solid understanding of troubleshooting Web based applications.
• Must have a strong knowledge of administrating and troubleshooting Microsoft Office and Office 365.
• 2+ years managing Microsoft SharePoint.
• PowerShell, Azure AD Administration and Microsoft Endpoint Manager experience
• Experience working in an ITIL Framework
• Strong written and oral communication skills
• Experience with Exchange Online, Office 365 and SMTP relays.
• Security Systems experience a plus.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.