Desktop Support Analyst

Provide customer-facing end-user support that includes:

Install and configure desktops, laptops, mobile devices, and associated peripherals and related software

Perform Break-Fix such as Desk-side Support, Desktop/Laptop Refreshes

Provide onsite technical assistance to End Users

Manage incident queue and ensure tickets are resolved/closed within defined service level agreement (SLA); Respond to end-user requests for updates on incident status and promptly follow up as needed

Provide support for Zebra label printers, RF 9000 series barcode scanning and WT41N0 barcode scanning devices

Onboard and offboard users with company hardware, software, permissions

Record all hardware inventory moves in Inventory Master, and perform routine audits to ensure Inventory Master integrity; Process all equipment new purchases and replacements complying with departmental policy

Collaborate on cross-functionals team providing support to Windows and Mac equipment

Diagnose and resolve unique problems associated with application software and operating systems; Determine the source of problems and classify their level, priority and nature

Ensure computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems

Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions

Create and/or maintain clear documentation pertaining to the desktop environment

Provide remote support for all DC facilities as required

Place of work