Job #: 2961
Title: Desktop Support
We are seeking a qualified candidate for the position of Desktop Support Analyst (Mid-Level) for a 6month consulting contract. This is a performance based contract to hire position.
Principal Duties and Responsibilities: ·
Responsible for day to day technical support and timely resolution of end-users desktop related issues, incident tickets and optimal restoration solution ·
Providing direct, over the phone or remote troubleshooting of end-user desktop, equipment, application, device communication and connectivity issues in a timely fashion ·
Imaging, Installing, diagnosing, repairing, maintaining, and upgrading desktop, devices, equipment, software applications and operating system ·
Support all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, equipment and ensure optimal performance of the end-user workstations ·
Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems to help minimize end-users downtime ·
Where and when restoration activities are beyond the scope of the Desktop Support Engineer, escalate issues/problems to proper tier 2, tier 3 support team members and vendors as the case may be ·
Performs general preventative and remedial maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment ·
Performs work in compliance within specified warranty requirements and returns defective equipment/parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory ·
Promptly analyzing incident tickets and end-user incoming call problems and support requests to determine restoration strategy and approach ·
Facilitate end-users desktop data and application restoration and recovery
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software · Responsible for tracking hardware and software inventory · Familiarize and assist end-users on basic software, hardware and peripheral device operation and use ·
Works with vendor support contacts to resolve technical issues within the desktop environment ·
Arranging and preparing equipment for shipping/receiving and disposition ·
Accurately and promptly record incident/issue and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries ·
Developing in-depth skills and technical knowledge of each system and sub-systems in current and new technologies ·
Maintains adequate and industry awareness of knowledge of operating systems and application software used to provide a high level of support ·
Maintains, follows and consistently demonstrates a general knowledge of WCG/EITS and NYCHHC guidelines, processes, practices and procedures ·
Ensures that there is sufficient support to clients and provide friendly customer service to endusers and for local project implementations ·
Preparing and willing to do any other reasonable and lawful instruction/task on time and correctly ·
Managing time efficiently, effectively, setting priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operate within customer support standard operating procedures ·
Maintains proper grooming and adheres to attendance and timesheet policy standards
Qualifications / Required Skill:
Associate Degree in related field or minimum of 5 years of job experience in similar role
