Desktop Support Analyst 2

The Desktop Support Analyst 2 is a member of the End User Services team and is the onsite IT resource serving their respective site. He/she can perform duties with minimal supervision and proactively identifies and drives the resolution issues. The Desktop Support Analyst 2 works under the supervision of IT Manager and continually works to deliver an exceptional customer experience.

• Serve as the “go to” hands on IT resource for a respective site
• Identify pain points or persistent issues and escalate as required
• Perform field support functions associated with internal and external customer-based needs
• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
• Configure, deploy, maintain and troubleshoot desktops, laptops, printers, ip phones, mobile devices, and telecommunications devices including accessories related to end user equipment
• Maintain inventory of installed software and hardware
• Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule
• Seek and drive opportunities within the End User Services team to streamline tasks and improvements to service
• Lead complex troubleshooting investigations to accepted resolution while closing out appropriate internal responses to drive continuous improvement & knowledge
• Documents all calls, troubleshooting efforts, and resolutions in the company Service Management ticketing system while keeping end user always informed
• Ensures that work is carried out within the established Service Level Agreements (SLA)
• Follows established escalation and notification procedures
• Alerts People Leader to outages, priority issues, recurring problems
• Provides emergency after-hours senior executive support as required
• Provides after-hours on-call support when needed
• Adheres to the department and the Company’s policies, procedures and established best practices
• Ensures high degree of customer satisfaction throughout service delivery
• Mentors less experienced team members on technical resolution of complex problems and procedures
• Creates and/or revises existing technical documentation and procedures
• Provide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite
• Trusted to use the following tools to support desktop, laptop, and software management
• Asset Management
• Software Delivery
• Remote Control
• Active Directory

• Work as an extended resource to other IT Support teams to setup, troubleshoot, install/upgrade, and decommission of equipment
• Onsite Servers
• Onsite Telephony
• Onsite Network
  

Commitment to personal development, continuously increasing level of professional expertise