Desktop Support Analyst II
$31,200–$31,200 year
On-sitePlano, Texas, United States
Job Summary
Design, document, and implement improvements to desktop support processes while analyzing individual environments to make configuration decisions on operating systems, applications, and hardware. Provide direct support for personal computers, virtual desktops, laptops, tablets, printers, smartphones, cloud environments, and telephones, including routine and weekend coverage with after-hours on-call availability. Resolve daily support requests in the ITSM system, develop guidelines, manage vulnerabilities, and execute moves, additions, changes, and maintenance for internal data and telecommunication wiring. Offer training and mentoring to the Help Desk team and end users, prioritizing workloads to effectively complete projects and technical solutions for moderate problems.
Required Qualifications
- 4+ years of desktop support experience
- Basic computer and office skills
- VMWare experience
- Thorough knowledge and practical experience in updating, configuring, and troubleshooting PC/MAC operating systems (primarily Windows 11 and iOS)
- Advanced knowledge of supporting workstations in a virtual environment
- Thorough knowledge and practical experience in updating, configuring and supporting Cisco telecommunication infrastructure
- Advance knowledge of Help Desk monitoring software (ITSM)
- Advanced Smartphone experience (iOS and Android)
- Firm understanding of implementation techniques and sustainment requirements for desktop, network, and server environments
- Demonstrated ability to perform analysis and make decisions that provide innovative and effective solutions for moderate technical problems
- Must be able to follow oral and written directions
- Must be self-motivating and able to work with minimum direction
- Must be able to prioritize assigned workloads and effectively complete projects and priorities
- Attention to detail, administration, and demonstrated organizational skills are required
- Strong verbal, written, listening, and communication skills
- Demonstrated ability to establish and maintain productive working relationships with all levels of employees
- Must be flexible and highly receptive to change
- Must be local to Plano, TX
Desired Qualifications
- 4-year degree in Information Systems or related field
- Experience with application virtualization
- VMware certification
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