Desktop Support Analyst

We're looking for smart Tech Support resources to provide delivery of infrastructure-related deskside support services for one of America's leading corporations. This candidate will resolve incidents that are called in on a first-in-first-out basis (exception for Rush and High cases) - for incident management and service requests for desktops, laptops, laptop pool, peripherals, printers, mobile devices, messaging, smartbadge, conference room setups and video conferencing support.

Analyst will work onsite to directly service client needs for desktop as well as other IT support (such as GIL planning and deployment coordination, BCP, IP coordination and controls, asset tracking, etc.) as needed.

DUTIES TO INCLUDE:

- Server Support, including patch management, virus protection, back-ups, break-fix
- Support of printers and print Servers
- Application Support
- Resolution of more complex service requests that cannot be addressed by the Level 1 support or require onsite presence
- Escalation to Level 3 support if needed to solve complex service requests
- Following established client procedures for consistency and reliability
- Training, suggestions for cleaning and optimizing desktops on an as-needed basis
- Troubleshooting and simulation of complex configuration, hardware, and software problems
- Hardware diagnostics to determine hardware malfunction
- Complex PC, Messaging, Mobile Devices, and Video Conference Support
- Technical support for client side applications problems such as Microsoft Office Suite, troubleshoot business applications problems and direct to appropriate SME, PC configuration problems.
- Deskside support of the current GIL operating system and the approved GIL hardware
- Peripherals support (except for devices covered by break-fix) which includes training and "how-to" procedures
- Video Conference Support during core business hours which includes assisting customers with meeting logistics, transfer of portable equipment, pre-meeting testing, meeting launch service, training, in-meeting monitoring, and AV troubleshooting
- Asset Tracking (GIL) via searchable database with accurate information regarding location, type, and configuration information about computing assets owned by the corporation (PCs, Servers, network printers, etc.)
- Maintenance of Laptop Pool, Local Surplus Pool
- Support of local Personnel Move-Add Change process
- Telephone Support
- Network Support
- Local Computer Room Support
- Support of Conference and Training Rooms - setting up and support of Audio Visual equipment, Video Conferencing equipment, Desktops and Laptops for rooms
- Ensuring all Servers are tracked and proper information maintained in WAM
- Performing complete backups of the Servers to be able to restore full functionality in a disaster event
- Performing IP tasks as identified by the IP coordinator on an evergreen schedule
- Providing exceptional customer service experience
- Must be able to work independently and take ownership of work
- Excellent written and verbal communication skills
- Excellent teamwork skills will be needed to coordinate remote support with other IT functions