FTE Desktop Support Analyst
Green Tree - Irving, TX

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Provide second-level support and technical advice and assistance to resolve complex desktop and network problems/issues. Perform analytical, technical work in the planning, design and installation of desktop PC systems. Confer with end users (customers) to analyze hardware/software requirements. Select appropriate hardware/software to fulfill requirements and customize to suit customer’s needs. Educate customers in the use of desktop PC systems.

  • Provide second-level technical support for resolving complex desktop and network problems
  • Evaluate and analyze desktop PC system problems and customer requests
  • Determine appropriate steps for problem resolution
  • Provide direct problem resolution, whenever possible and as quick as possible, for desktop and network problems
  • Execute appropriate problem escalation procedures in a timely manner
  • Utilize lifecycle methodology for promoting structures and code
  • Interface with other departments to resolve desktop problems/issues
  • Analyze desktop needs and determine appropriate configuration
  • Analyze customer requirements regarding desktop PC systems and related networks
  • Determine specifications for hardware and software
  • Determine appropriate design and configuration to meet customer’s desktop needs
  • Select appropriate hardware/software to meet customer’s requirements
  • Install and maintain desktop PC systems
  • Install desktop PCs for users
  • Test and repair desktop systems
  • Maintain equipment records
  • Load application software
  • Ensure proper network connectivity
  • Maintain and update virus protection on desktop systems
  • Provide high quality customer service
  • Listen effectively to the needs of the customer
  • Empathize with the customer and engage in problem solving
  • Own effective communication with the customer, including follow-up
  • Meet defined service level targets
  • Search for innovative improvements in service
  • Share knowledge
  • Through the problem resolution process, educate users
  • Share knowledge with colleagues to increase the knowledge level of the group
  • 4 year degree preferred or equivalent work experience
  • 3-4 years of related experience
  • Knowledge of desktop hardware/software
  • Knowledge of Active Directory, DOS, Windows Operating System, MS Applications
  • Knowledge of network communications
  • Knowledge of network integration within an open systems environment
  • Knowledge of network administration
  • Ability to meet deadlines
  • Ability to define, manage, and resolve desktop system problems and related network issues
  • Knowledge of other RDRMS such as MS SQL Server and ODBC connecitivty
We are proud to be an EOE. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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Money might not grow on trees, but green does grow on this tree. Green Tree Servicing is one of the largest servicers of home loans in the...