Our client will be hiring a primary Desktop Support Analyst to work with a team of 3 (IT Director, IT Systems Analyst, Systems Admin).
Support approximately 500+ employees; primarily setting up accounts in Active Directory, support Office 365, and trouble-shoot mobile phones.
Upcoming projects include: four new switches, new Wide Area Network (WAN), and a new firewall.
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.
Desktop Support Responsibilities
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.
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.
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.
Suggest and advocate technology solutions and enhancements that meet the need of the business.
Desktop Support Qualifications
5 years of experience in a Desktop Support role.
Experience setting up accounts in Active Directory, supporting Office 365, trouble-shooting mobile phones.
Exceptional attitude/customer service mindset.
Experience supporting 100+ employees.
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.
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