DESKTOP SUPPORT ANALYST

Department: Information Services

FLSA: Non-Exempt, Full-time Regular

Location: Rocklin or Roseville, CA. In Office

The Desktop Support Analyst is primarily responsible for new hire and break/fix hardware support, daily service requests related to accounts and email, as well as the direct escalation point for the Tier1 Help Desk.

• Monitor the ITSM ticketing system for incoming requests including assigning and escalating accordingly.
• Respond to new incidents and requests and resolve technical issues encompassing hardware, software, and networking within established SLA by providing remote and onsite support.
• Escalate issues that cannot be resolved within the documented SLAs.
• Respond to inquiries and requests from users, and management to provide technical assistance and support to ensure service availability.
• Administration of servers, network resources, and telephony systems to ensure availability of services to authorized users when necessary.
• Track all work in the ITSM ticketing system ensuring all assigned tickets have accurate and up-to-date account of all troubleshooting steps and follow-up details.
• Responsibilities include account management as well as asset and inventory management of hardware relevant to user onboarding, break/fix, and user offboarding. Includes moving and lifting of hardware including PC’s, monitors, and printers.
  1. Including RMA of hardware through vendor portals in a timely manner.
• Work collaboratively with internal engineering staff to determine and resolve general problems reported by users.
• Documentation creation and maintenance of job aids and/or knowledge articles.
• Other duties as assigned by management.

• 2+ years proven experience supporting clients at a Tier1 IT Help Desk. Supporting various operating system platforms; Microsoft Windows 10+ & Apple iOS
• 2+ years client hardware experience troubleshooting Windows drivers & physical hardware components.
• Encompass knowledge preferred but not required.
• Technical proficiency of Microsoft Office 365 productivity software, O365 Administration, Microsoft Exchange administration, AD/AAD hybrid environments, standard and wireless networking (WiFi), Apple iOS, Android devices, network and local printers, AV software, and the use of Remote Management tools.

• Microsoft Technology Associate (MTA)
• Apple Care Mac Technician (ACMT)
• CompTIA A+ Certification
• HDI Customer Service Representative (HDI-CSR)