Desktop Support Analyst

Job Description

Job Description

Position Overview:
The Senior Desktop Support Specialist is responsible for the daily management of the IT Helpdesk, resolving system and network issues, and working on enterprise projects as assigned. This is a forward-facing position with direct contact with staff and vendors.

Essential Duties and Responsibilities:
• Manage MOC helpdesk system. Dispatch tickets to various IT staff contingent on the level of identified issue; ensure resolution and proper documentation for all tickets. The position will respond to level 2 and level 3 support requests.
• Manage user accounts in a Windows active directory hybrid environment. Establish new users with appropriate permissions and SSO applications. Remove users as necessary.
• Work with user departments to maintain file structure and data within a 365 Sharepoint/OneDrive environment
• Work with Vendors to resolve system and network issues
• Install and troubleshoot computer software, including Microsoft Operating Systems, MS Office, Citrix, VPN, and Adobe, etc. Perform updates as necessary.
• Install and troubleshoot computer hardware (desktops, laptops, printers and related peripherals) on site and remote. Ensure hardware is ready for new hires.
• Work with IT Head to ensure the user systems (laptops) are managed and replaced in line with agency standards
• Maintain documentation on hardware and software configuration, network configuration, and computer inventory
• Maintain software solutions and hardware driver updates from vendors
• Perform client support of MOC desktop applications
• Manage the MOC Door Access Control and Video systems at over 20 locations
• Manage cell phone and tablet provisioning along with the MDM solution
• Manage print server to optimize copier use throughout the agency
• Understanding of the OSI model and its application in troubleshooting
• Perform other related duties as assigned

Required Qualifications and Skills:
• Associate degree or higher in computer science or related field
• Minimum 2 years of experience
• Demonstrated strong working knowledge of desktop and laptop hardware, applications and networking components
• Expert knowledge of Windows OS and advanced knowledge of Office suites
• Experience troubleshooting desktop issues (Windows, Microsoft Outlook, Microsoft Office, browsers, printing, etc.) and providing remote IT assistance via phone and remote support tools.
• Ability to prioritize tasks and manage competing demands
• Excellent customer service, organizational, oral and written communication skills
• Must be a self-motivated team player and have a willingness to learn and teach
• Certificate for: COMPTIA+, Network+, Microsoft Azure or experience with SharePoint and OneDrive in Microsoft 365, experience With Kaseya and IT Glue are a plusPC Desktop - Workstation, Active Directory, Desktop Hardware, MS Windows 10, Desktop Imaging