This post has expired! It was posted more than 60 days ago.
Desktop Support Analyst
Posted date [2012-Feb-02] (ID: 3813)
Understand and adhere to organizational goals and objectives.
Collaborate and coordinate with global team members, Enterprise Help Desk, Managed Services Provider technicians and outside technology vendors to ensure efficient operation of the company's Workplace Technology environment.
Assist with testing and monitoring desktop performance and provide performance statistics and feedback to Workplace Technology Support Manager.
Provide troubleshooting on Windows XP/7/iOS and PDA platforms with advanced knowledge of the Windows registry, file and folder security, local/domain user security, and operating system troubleshooting.
Participate in rotating on-call schedule as an escalation point for after-hours and VIP support.
Provide leadership on the standard installation, configuration, testing, and maintenance of end-user workstations, peripherals and PDA’s.
Use of client computing monitoring tools to identify and address complex issues in the environment.
Perform hardware repairs (includes desktops, laptops, printers, and PDAs)
Assist organization with developing, maintaining and promoting procedures, policies, reports, and other documentation for contribution to the Enterprise Knowledgebase for the Enterprise Helpdesk and Workplace Technology Support Team to drive first call resolution rates.
3-4 years of experience in managing and maintaining Windows environments on virtual and physical platforms using Microsoft SCCM and Microsoft Deployment Toolkit
Background in scripting automation and tasks.
Experience in deploying Windows XP and Windows 7 across an enterprise.
Experience building functional and technical test case scenarios to certify new technology
Excellent customer service and ability to effectively communicate with all levels of employees, ranging from technical support groups to senior and executive management.
Strong background in troubleshooting and superior analytical skills supporting users in a Windows environment on multiple client computing platforms , i.e. Physical and Virtual Workstations, Citrix XenApp and PDA’s
Experience installing software, patches, updates on Desktops and Laptops
Advanced knowledge of Microsoft Systems Center Configuration Manager concepts, reporting, including Operating System deployment, patching, packaging and delivery
Intermediate knowledge of Networking concepts including, DHCP, DNS and WINS
Strong working knowledge of Preboot Execution Environment methods
Strong working knowledge of Active Directory
Ability to be a team player and consistently promote the value of the services provided by the support team
A+ Certification required
DOSD - Dell Online Search Dispatch certification desired
MCDST or MCITP certificate a plus
ITIL v3 Foundation certificate a plus