IT Analyst II - Desktop

Bank of Hope•Honolulu, HI

6d•Onsite

About The Position

We are currently seeking an IT Analyst II – Desktop to support our IT Desktop Department. As the IT Analyst II – Desktop, you will be responsible for providing day-to-day consultation, training, instruction and troubleshooting or problem-solving to technical staff and end users for hardware, software, and related computer systems. Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels. Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on. Collaborate with LAN support analyst’s/network administrators to ensure efficient operation of the company’s desktop computing environment. Where required, administer, and resolve issues with associated end-user workstation networking software products. Receive and respond to incoming calls, e-mails, and tickets regarding desktop problems. Create tickets when necessary. Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers. Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. Organize and plan relocations, and departmental relocation tasks with General Services/Facilities team. Using KACE Server Appliances to Manage Endpoint installations, scripts, and use Intune to implement endpoint security policies. Using Microsoft Intune Endpoint Management Portal to manage, deploy, and maintain endpoint devices. Assist in maintaining an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. If necessary, liaise with third-party support and PC equipment vendors. Other duties not listed here may be assigned as needed.

Requirements

Associate’s Degree
2-5 years in IT support or similar working environment
Good technical knowledge of PC and desktop hardware.
Good technical knowledge of PC internal components.
Hands-on hardware troubleshooting experience.
Working technical knowledge of current protocols, operating systems, and standards, including DHCP.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.

Nice To Haves

Comprehensive training course in Microsoft Certifications acceptable in lieu of university degree.
A+ Certification and/or Microsoft Certifications.

Responsibilities

Providing day-to-day consultation, training, instruction and troubleshooting or problem-solving to technical staff and end users for hardware, software, and related computer systems.
Performing onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommending and implementing corrective solutions, including offsite repair for remote users as needed.
Installing, configuring, testing, maintaining, monitoring, and troubleshooting end-user workstations and related hardware and software in order to deliver required desktop service levels.
Assessing the need for and implementing performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
Collaborating with LAN support analysts/network administrators to ensure efficient operation of the company’s desktop computing environment.
Administering, and resolving issues with associated end-user workstation networking software products.
Receiving and responding to incoming calls, e-mails, and tickets regarding desktop problems.
Creating tickets when necessary.
Answering to and performing moves, adds, and changes (MAC) requests as they are submitted by line managers.
Preparing tests and applications for monitoring desktop performance, and then providing performance statistics and reports.
Assisting in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
Organizing and planning relocations, and departmental relocation tasks with General Services/Facilities team.
Using KACE Server Appliances to Manage Endpoint installations, scripts, and use Intune to implement endpoint security policies.
Using Microsoft Intune Endpoint Management Portal to manage, deploy, and maintain endpoint devices.
Assisting in maintaining an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
Accurately documenting instances of desktop equipment or component failure, repair, installation, and removal.
Liaising with third-party support and PC equipment vendors.