Desktop Support Analyst III

AmeriLife • Clearwater, FL

1d

About The Position

This mid-level IT Support / Desktop Support Analyst role will be responsible for troubleshooting department computer network systems; installing software packages and system upgrades; and providing in-house training to department personnel on systems and software use.

Requirements

• 6 years’ experience in a related field or an equivalent combination of education and experience.
• Experience supporting end users in a fast paced environment.
• Ability to lift and carry up to 50 pounds of equipment for short distances.
• Exceptional customer service skills, able to deliver courteous, professional, and effective technical support and assistance to a wide range of customers/users.
• Demonstrated ability to support desktop hardware (compute and network).
• Excellent communication and customer relation skills.

Responsibilities

• Collaborate with other information technology professionals on work assignments which have been recognized by IT management as having significantly greater complexity.
• Serve as a point of contact for customers seeking technical assistance over the phone, email & in-person.
• Provide troubleshooting, apply diagnostic techniques, and ask pertinent questions to ensure timely issue resolution.
• Analyze, resolve, respond to and document end user inquiries in a formal ticket system.
• Assist with systems administration as directed.
• Implement and administer computer operating system environment.
• Mentor Level 2 technicians regarding technology skills.
• Ensure that all computers are secured effectively by maintaining software, OS, and antivirus updates are current.
• Monitors alert systems and take appropriate action as per guidelines.
• Serve as an escalation point for level 2 ServiceDesk members to resolve service requests requiring an enhanced response.
• Provide in- house training of personnel on new system and general software use.
• Maintain knowledge base of current technology and systems.
• Support other activities within the organization as needed.
• Ability to support and upgrade Mac OS devices and software packages via JAMF
• Working knowledge of MS Intune and MECM for application deployment
• Performs miscellaneous job-related duties as assigned.

Benefits

• A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees