Desktop Support Analyst II

Catalyst Corporate Fede•Plano, TX

21h•Onsite

About The Position

This position assures the timely deployment and maximum availability of the desktop infrastructure by analyzing the individual desktop environments and making configuration decisions regarding operating systems, system applications, environmental variables and desktop hardware. Design, document, and implement improvements to the desktop support processes and functions. This position will participate in major and complex projects and perform problem diagnosis of the desktop environments. This position schedules and performs routine and weekend support and may be called upon to provide after-hours support. This position will also be the on-call contact as needed. The Desktop Support Analyst II must have a high level of analytical ability and technical knowledge. Essential functions include being responsible for direct support of a desktop environment which includes, but is not exclusive to: personal computers, virtual desktops, laptops, tablets, printers, smartphones, cloud environment, and telephones. This position will develop guidelines, manage and monitor desktop vulnerabilities, deployment systems, and desktop standardization. The candidate must be proficient at analyzing and documenting customer request requirements and problem symptoms to make recommendations and implement moves, additions, changes, and maintenance of desktop equipment as well as internal data and telecommunication wiring infrastructure. Customer service skills are critical for this position. In addition, the position requires that the candidate participate in the resolution of daily support request assigned in ITSM system. This position will serve as a technical resource in the use of current and future enterprise software applications. The Desktop Support Analyst II will provide support, including training and mentoring, to all members of the Help Desk team as well as end users. The Desktop Support Analyst II must be able to follow oral and written directions. Must be self-motivating and able to work with minimum direction and must be able to prioritize assigned workloads and effectively complete projects and priorities.

Requirements

4+ years of desktop support experience
Basic computer and office skills
VMWare experience
Thorough knowledge and practical experience in updating, configuring, and troubleshooting PC/MAC operating systems (primarily Windows 11 and iOS)
Advanced knowledge of supporting workstations in a virtual environment
Thorough knowledge and practical experience in updating, configuring and supporting Cisco telecommunication infrastructure
Advance knowledge of Help Desk monitoring software (ITSM)
Advanced Smartphone experience (iOS and Android)
Firm understanding of implementation techniques and sustainment requirements for desktop, network, and server environments
Demonstrated ability to perform analysis and make decisions that provide innovative and effective solutions for moderate technical problems
Must be able to follow oral and written directions
Must be self-motivating and able to work with minimum direction
Must be able to prioritize assigned workloads and effectively complete projects and priorities
Attention to detail, administration, and demonstrated organizational skills are required
Strong verbal, written, listening, and communication skills
Demonstrated ability to establish and maintain productive working relationships with all levels of employees
Must be flexible and highly receptive to change

Nice To Haves

4-year degree in Information Systems or related field
Experience with application virtualization
VMware certification

Responsibilities

Assure the timely deployment and maximum availability of the desktop infrastructure by analyzing individual desktop environments and making configuration decisions regarding operating systems, system applications, environmental variables and desktop hardware.
Design, document, and implement improvements to the desktop support processes and functions.
Participate in major and complex projects and perform problem diagnosis of the desktop environments.
Schedule and perform routine and weekend support, and may be called upon to provide after-hours support.
Serve as the on-call contact as needed.
Provide direct support of a desktop environment including personal computers, virtual desktops, laptops, tablets, printers, smartphones, cloud environment, and telephones.
Develop guidelines, manage and monitor desktop vulnerabilities, deployment systems, and desktop standardization.
Analyze and document customer request requirements and problem symptoms to make recommendations and implement moves, additions, changes, and maintenance of desktop equipment as well as internal data and telecommunication wiring infrastructure.
Participate in the resolution of daily support requests assigned in the ITSM system.
Serve as a technical resource in the use of current and future enterprise software applications.
Provide support, including training and mentoring, to all members of the Help Desk team as well as end users.
Follow oral and written directions.
Be self-motivating and able to work with minimum direction.
Prioritize assigned workloads and effectively complete projects and priorities.

Benefits

Market-competitive base pay
Federal Holidays
Vacation
Sick Time
Parental Leave
Time off for volunteering
401K retirement savings plan with matching and company contributions
Flexible health and insurance options
Medical Insurance
Dental Insurance
Vision Insurance
Long-Term Disability Insurance
Short-Term Disability Insurance
Life Insurance
Supplemental Life Insurance
AD&D Insurance
Flexible Spending Account
Credit union membership
Casual work environment
Paid covered parking
Onsite fitness facility with showers
Access to a variety of onsite services, such as a massage therapist and personal trainer, car wash and detail service, vehicle refueling service, and food delivery service.