Desktop Support Analyst II

Jacam Catalyst Careers•Gardendale, TX

18h

About The Position

The Desktop Support Analyst II maintains the integrity of company computer workstations, mobile devices, and associated software. The role serves as the main point of contact for employees experiencing computer and technology issues and has access to perform some system-level tasks while working more closely with company administrators. The position supports end users and technology equipment through the company help desk, resolving and documenting issues, installing and configuring hardware and software, troubleshooting, and coordinating with vendor IT support contacts. The work takes place in an indoor, controlled environment.

Requirements

Two years of experience supporting Windows desktop and laptop PCs.
Proficiency in Active Directory and Microsoft Exchange.
Prior experience installing software, patches, and updates on desktop computers and laptops.
Prior experience troubleshooting basic network, software, and printing problems.
Ability and willingness to adapt to different tasks and learn new and existing computer technologies.
Ability to meet deadlines and manage stress effectively in high-pressure situations.
Strong discretion and confidentiality.
Understanding of IT principles and ability to communicate technical concepts to audiences with different levels of technical knowledge.
Advanced computer skills.
Background in Microsoft Office applications, especially Microsoft Excel, is required.
Ability to meet internal and external commitments and respond promptly to employee and customer needs.
Dependability, trustworthiness, truthfulness, and credibility in the workplace; cheerful demeanor; sincere desire to provide service or assistance; ability to follow instructions and take responsibility for actions; and ability to build positive rapport with customers and co-workers.
Ability to lift and carry up to 50 pounds in various packaging.

Nice To Haves

A valid driver’s license is preferred.

Responsibilities

Manage users, groups, and permissions in Active Directory.
Support Microsoft, Apple, and Android mobile devices, including phones and tablets.
Assist with networking problems remotely and in-house.
Install and configure new hardware and software.
Maintain an organized and responsive JacamCatalyst technology help desk.
Answer, support, resolve, and document end-user technology problems by phone, email, or direct contact.
Help end users install and configure desktop computers, peripheral equipment, and software, and support ongoing usability.
Support, monitor, test, and troubleshoot computer hardware and software problems.
Work with vendor IT support contacts to resolve technical problems with computing equipment and software.
Contribute resolutions, processes, and procedures to technical support documentation.