Desktop Support Analyst

The Desktop Support Analyst is a key member of the End User Computing Support group in the Information Technology department and will serve in a variety of roles under the direction of the Manager of End User Computing. The Desktop Support Analyst position provides technical assistance to a large and varied end-user population both on-site and remote. Support responsibilities include set up of desktops, laptops, tablets, smart phones, printers, video conferencing, audio conferencing, software and user training. Responsibilities • Provide end user support for any technical issues including but not limited to the desktop, phones, mobile devices, network and application. • Configures workstations for new users and upgrades existing equipment and software. Sets up and maintains network and telecommunication systems. • Work closely with all levels of IT to quickly resolve hardware, AV/Conference or Telephony issues. Identify, track, troubleshoot and diagnose ongoing issues; provide recommendations, communicate effectively and follow through on resolution. • Identify and provide (when applicable) training for users. • Set up, support and maintain fleet of computers, laptops, terminals, and printers. • Keep computers current with OS version as well as all applications installed. • Identify, diagnose, solve and/or track to resolution hardware and software problems. • Differentiate between hardware and software problems. • Provide on & occasionally off site support to end users home, client sites or remote offices. • Test and evaluate hardware as assigned. • Conduct project related research as assigned. • Write, review and/or maintain technical documentation for administration tasks and for installation and configuration of software and hardware. • Move and set up computer equipment, phones, printers and mobile devices based for onboarding and off-boarding of staff. • Provide support and set up for video conference, mobile devices and IP telephony (VOIP) systems. • Provide support for creation, deletion and modification of user\phone profiles using Cisco Call Manager. • Keep inventory of all onsite, short\long term firm issued equipment including WFH setups. • Must be able to work outside of regular hours in order to accommodate complete business needs.. • Perform routine conference room check to ensure they are properly maintained and updated • Perform other duties as assigned. Qualifications • Experience with testing and troubleshooting PC's, phones and laptops • Excellent verbal communication skills required • Excellent customer relationship skills required • The ability to work with a small, highly agile team • The ability to adapt to rapidly changing requirements and strategies