Desktop Analyst

VOLT•SPOKANE, WA

2d•Onsite

About The Position

VOLT is immediately hiring for a Desktop Analyst in Spokane, WA. This is a full-time, contingent, long-term role that is 100% onsite. As a Desktop Analyst, you will focus on installing, maintaining, repairing, and troubleshooting desktop hardware, software, applications, and services for customers. You will provide support for networks, related technologies, and communications components. You will rely on experience, knowledge, technical skills, logical troubleshooting, general procedures, and independent judgment to meet project requirements and user requests as you manage user environments and components to meet customer needs. You will maintain punctuality, professionalism, a strong work ethic, and a positive approach to coworker and customer interactions. You have the ability to stay motivated and productive without supervision while maintaining excellent quality of work and results.

Requirements

1+ years technical support or desktop support experience in a multi-vendor network environment.
1+ years network administration analysis, development, and implementations.
Experience working in a team environment supporting computers, printers and related equipment using current tools and methodologies and effective problem-solving.
Experience with server platforms, desktop hardware, peripherals, application/office-based software, report writing, project management, software testing, and procedural documentation.
Knowledge of desktop hardware, peripherals, application/office-based software, software testing, procedural documentation, network analysis and planning.
Working knowledge of Ethernet networking and router technology.
Proficiency in MS Office applications.
Strong foundation in MS operating systems and desktop hardware and peripherals.

Nice To Haves

B.S. Computer Science or related field

Responsibilities

Apply advanced understanding of the desktop, network, server, application, cyber security, and overall technical environment to efficiently accomplish projects and tasks.
Provide efficient, effective, and professional technical support, including adds, moves, and changes for users or departments.
Install, maintain, repair, and troubleshoot desktop hardware, software packages, and client-server applications.
Assist with the implementation and support of network and communications components.
Integrate components such as workstations, printers, servers, and peripheral devices with customer’s network in an orderly and manageable fashion.
Work closely with customers to identify needs and opportunities, assist with decision making processes, integrate and utilize cloud platforms and services.
Coordinate with other service departments to provide new, modified, and ongoing support for users.
Work with vendors on installations and problem resolutions.
Perform tasks such as network testing and hardware planning.
Follow project plans, staying on track with schedules and goals for all jobs and projects.
Assess problems, identify troubleshooting steps, create resolution plans and communicate effectively with stakeholders.
Respond to after-hours calls as deemed necessary by the Help Desk.
Minimize after-hours calls and overtime by performing appropriate maintenance during regular shifts.
Provide timely resolution of problems, incidents, requests and tasks.
Communicate with team members on significant issues, requests, or other items to ensure successful coordination in engaging and resolving issues.
Log and monitor incidents and issues in appropriate ticket management systems, accurately recording all required information and important details while meeting customer SLA expectations.
Engage with customers professionally, pleasantly, and promptly on inbound/outbound calls and tickets, resolving issues, keeping them updated, and striving for customer satisfaction.
Follow established escalation pathways to elevate significant or critical issues, including identifying and engaging the correct resources, management, and vendors when needed.
Communicate in tickets and emails with proper spelling and grammar while maintaining professional representation and the department/division.
Act to ensure a consistently high level of customer satisfaction.
Work effectively with all levels of users and management.
Cross-train and share knowledge with team members while onboarding and training new analysts.
Prepare administrative reports and presentations.
Keep management informed of needs, problems, and project status.
Mentor less experienced team members.
Know, understand, and incorporate our mission, vision, and values into behavior, practices, and decisions.
Adhere to all department standards, including accurate time tracking.
Comply with HIPAA regulations and company confidentiality policies and procedures.
Operate independently without guidance or oversight, monitoring your work progression.