DESKTOP SUPP ANALYIST II

MP Nexlevel, LLC•Houston, TX

About The Position

The Support Analyst will be responsible for maintaining user uptime and improving computing experiences through effective remote problem identification and resolution while providing exceptional customer service. This person will receive service tickets indicating a user support request, that will need to be identified and will need to resolve the issues. The requests may involve working with other resources and vendors to deliver effective support services. The Support Analyst is responsible for follow up with service request tickets that they have been resolved and provide any additional technical support if needed to close the service ticket. This person will provide maintenance of the computer desktop and mobile environments, resolving problems, installing hardware and software, and supporting the internal IT helpdesk. Other responsibilities will include administration and internal support of the company’s PCs, printers, servers, and related equipment.

Requirements

Strong verbal and written communication skills
Ability to remain calm while handling and prioritizing many tasks simultaneously
Organizational skills
Strong technical aptitude in areas of OS repairs, malware remove, and general computer troubleshooting
Understanding of desktop/laptop/mobile computing platforms and their hardware and software
Working knowledge in Microsoft Windows, Server OS, Microsoft 365, Active Directory, domain security, group policy and computer networking

Nice To Haves

Windows OS
TCP/IP
Microsoft 365
Basic Active Directory understanding

Responsibilities

Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature.
Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
Install and support PC, laptop, tablet and mobile hardware and software (certifications from CompTIA, Microsoft or HDI are a plus).
Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
Participate in hardware and software reviews and recommend purchases.
Maintain inventory of installed software, manage software licensing, and create policies and procedures for upgrades.
Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
Analyze and make recommendations for hardware and software standardization.
Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
Identifying, troubleshooting, resolving, and documenting user system issues
Maintaining customer satisfaction in every step of the service delivery
Installing, provisioning, supporting, configuring, evaluating, maintaining, monitoring, and analyzing systems and software in a client/server network environment. This includes work in Active Directory, asset management software and other systems
Utilizing remote monitoring and management software to resolve user requests
Documenting, reviewing, and improving existing or new procedures and workflows
Responding to user support request tickets, calls, and emails
Assigning ticket severity
Updating service work notes
Prioritizing work to resolve complex support user issues
Establishing a high level of personal credibility and building strong relationships
Maintaining ownership of service tickets throughout the life span of the support request
Collaborating with other MP staff and vendor support resources to resolve requests
Participating in ongoing personal training and attainment of technical certifications
Ensuring the security of all configurations made on end user systems
Providing updates, status, and completion information to management
Train users to use technology that is required for their job
Backup technician to help support our external customers