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Title
Text copied to clipboard!Desktop Support Analyst
Description
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We are looking for a dedicated and knowledgeable Desktop Support Analyst to join our IT team. In this role, you will be responsible for providing technical assistance and support related to computer systems, hardware, and software. You will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. This position requires someone who is patient, technically skilled, and has an eye for detail. You will be the go-to person for employees experiencing computer issues, ensuring that these are resolved in an efficient and timely manner. Your goal will be to ensure that our desktop environment runs smoothly, thereby maintaining high levels of productivity and user satisfaction. The ideal candidate will have a strong understanding of computer hardware, software, and networks, and be comfortable working directly with users to solve their technical problems. You will also be responsible for maintaining IT inventory, managing software licenses, and assisting with IT projects as needed. This role is critical in minimizing IT-related downtime and improving our overall IT support processes.
Responsibilities
Text copied to clipboard!- Provide first-level contact and problem resolution for all users with hardware, software, and application problems.
- Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
- Coordinate with other IT staff to resolve problems if necessary.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, networked peripheral devices, and networking hardware products.
- Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions.
- Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.
- Where required, administer and resolve issues with associated end-user workstation networking software products.
- Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
- Ensure that desktop connections, ie. network jacks are in proper working order.
- Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
Requirements
Text copied to clipboard!- Bachelor's degree in Computer Science, Information Technology, or related field.
- Proven experience as a Desktop Support Analyst or similar role.
- Experience with desktop and server operating systems, including Windows and MacOS.
- Extensive application support experience with Microsoft Office Suite and other common desktop applications.
- Working knowledge of computer hardware, including PCs, printers, and networking equipment.
- Familiarity with the fundamentals of LAN and WAN.
- Ability to conduct research into PC issues and products as required.
- Effective interpersonal skills and relationship-building skills.
- Strong written and oral communication skills.
- Ability to present ideas in user-friendly language.
Potential interview questions
Text copied to clipboard!- Can you describe your experience with managing and troubleshooting Windows and MacOS environments?
- How do you prioritize your tasks when multiple users report issues at the same time?
- Describe a challenging IT support issue you resolved. What was the problem and how did you fix it?
- What tools or software do you find most effective for remote desktop support?
- How do you stay updated with the latest in technology and IT developments?
- Can you explain a situation where you had to explain a complex IT problem to a non-technical person? How did you handle it?