Desktop Support Analyst
Tech Observer - San Francisco, CA

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This position is an integral part of the IT department that requires a commitment to customer service through quality, courtesy, technical expertise and teamwork. The Desktop Support Analyst installs, configures and maintains all desktop systems and workstations, and provides technical support regarding system configuration, program usage, and desktop problems to users in accordance with the organization’s written standard operating procedures. The Desktop Support Analyst also creates and maintains AD accounts and mobile communication devices.

Essential/Primary Duties

  • Back-up responsibility for answering and triaging incoming Help Desk calls and electronic requests
  • Perform escalated call resolution and advanced problem resolution
  • Work collaboratively with other desktop analysts to resolve issues
  • Escalate issues to infrastructure and application teams and outside vendors upon exhausting troubleshooting options
  • Maintain accurate and up to date request documentation, tracking and resolution within ticketing system
  • Train junior staff members on processes and procedures
  • Document and maintain work instructions
  • Collaborate with IT management to review performance metrics
  • Communicate regularly and effectively with user regarding request status to ensure customer satisfaction and compliance with SLA standards
  • Provide instructions on use of desktop programs
  • Maintain and update workstation images
  • Deploy and maintain workstations and laptops
  • Assist users in use of AV equipment for presentations and video conferences
  • Active Directory identity management including distribution lists and security groups
  • BigFix patching of company-wide desktops and laptops
  • Management of wireless card accounts
  • Manage all mobile devices
  • Provide after-hours weekday and weekend phone coverage as needed
  • Provide constructive feedback
  • Other duties as assigned

Work Experience:

  • Minimum three – five years of professional, related work experience

Functional/Technical Knowledge & Skills

  • Strong computer skills (Word, Excel, Outlook, etc.)
  • Strong knowledge of Windows operating systems in a networked environment
  • Ability to troubleshoot remote laptops via telephone
  • Knowledge of Cisco call manager phone system helpful

Education/Training:

  • AA degree, technical certificate or equivalent

Other Requirements

  • Ability to work independently and appropriately prioritize multiple tasks from all departments
  • Advanced critical thinking skills
  • Must be organized and have the ability to handle a large number of rapidly changing priorities and exhibit excellent flexibility and follow-up skills
  • Excellent written and verbal communication skills
  • Professional interaction and teamwork with others
  • Must have strong interpersonal skills, with the ability to work with many levels of management
  • Willingness to work flexible hours to ensure helpdesk coverage and task completion

About this company
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