Our client is seeking a Desktop Analyst to join their team. The primary responsibility of the IT desktop Analyst as a customer service-oriented role is to assist staff with technical support of desktop computers, applications, networks, and related technology. Support includes installation and testing of computer systems and peripherals within established standards and guidelines. This position also assists in the maintenance and testing of network servers, routers, switches and associated equipment. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. This position is also responsible for creating and escalating trouble tickets to other IT team members and Facilities staff. The position utilizes 1-on-1 consultancy with end users utilizing independent analysis, communication and problem solving.
Position Responsibilities and Accountability
Field incoming help requests from end users via web site, e-mail, telephone and walk in visits in a courteous and professional manner
Document all pertinent end users’ information, including name, department, contact information, and nature of problem or issue
Build rapport and elicit problem details from end users
Prioritize and schedule incidents. Escalate incidents (when required) to the appropriate technician or staff
Perform Cell phone account maintenance, device setup and troubleshooting
Management of all technology hardware and software inventory
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Assist in the daily maintenance of voice and data network infrastructure including LAN, WAN, WiFi, VoIP and NICs
Access software updates, drivers, knowledge bases, and frequently asked question resources on the Internet and internal knowledge base to aid in problem resolution
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow-ups to help requests
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Develop help sheets and frequently asked questions/answers for employees and team members
Develop an understanding of the unique technology requirements that exist within the organization
Suggest and advocate technology solutions and enhancements that meet the need of the business
Experience with mobile device hardware and software troubleshooting (Windows, iOS, Android, etc.)
Experience working with Microsoft Office applications and Microsoft Office 365 in a web environment
Ability to learn new technologies quickly
Ability to escalate issues and delegate responsibility to team members where appropriate
Knowledge of Networking infrastructures and technologies (routers, switches, VLANS, VMs, TCP-IP, OSI Network Layering)
Ability to configure, support, and manage WAN routers, LAN switches, firewalls, and VPN devices
Knowledge of Microsoft Exchange Server and related workstation Microsoft Outlook client requirements
Demonstrated ability of troubleshooting in a Microsoft Active Directory and XP, Windows 7 environment spanning multiple sites
Ability to communicate effectively both orally and in writing with a broad variety of people, including employees and management using a delivery toward non-technical end-users
Ability to work effectively as a team member
Ability to perform user and computer administration in a Microsoft Active Directory environment
Demonstrated ability to address issues of varying complexity and work independently
Ability to maintain appropriate professional boundaries and confidentiality
Demonstrated ability to troubleshoot device conflicts, connectivity issues and application issues in a Microsoft Windows environment
Ability to work effectively and be sensitive with diverse cultures
Values working in a multicultural/diverse work environment
Ability to document processes and procedures per corporate standards
Ability to develop, work through and complete technical projects
Openness to feedback and supervision
Ability to regularly attend scheduled shifts, be punctual for scheduled shifts and meetings, and be in a condition suitable for assuming responsibilities of position
Manual and physical dexterity allowing for performance of routine office functions such as copying, filing, phone use, keyboarding, etc.
Education and Work Experience:
Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
IT education/degree or related experience.
1 year experience hands-on Desktop Support Analyst/Technician.
Experience providing IT services to multi-location, standardized environment.
Valued but not required skills and experience:
Knowledge of non-profit organizations.
Bilingual in the Spanish Language, written, spoken and read.
Benefits are available to eligible VanderHouwen contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k.
VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies' staffing needs and workplaces. Partner with us to land your next exciting career.
VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.