Desktop Support Analyst

Harris Computer•York, ME

3d•Hybrid

About The Position

The Senior Desktop Support Analyst provides crucial second-line support as a key member of our Managed Services team. This role is responsible for assisting internal users experiencing problems with IS-supported software and hardware. Your mission is to ensure the stability and performance of our desktop and laptop environments, resolving technical issues efficiently and effectively to empower our teams and support our business operations.

Requirements

Practical understanding and proficiency with the following technologies: MS Windows Operating Systems, MS Exchange, MS Office Suite, Citrix, Firewall/VPN Configuration, MS SQL Server, MS IIS
Strong analytical and problem-solving skills with a logical, systematic approach.
Excellent customer focus with the ability to anticipate user needs.
Strong verbal and written communication skills.
Demonstrated ability to work effectively under pressure and manage deadlines.

Nice To Haves

4-6 years of experience in a desktop support environment is preferred.
A Bachelor of Arts (BA) or Bachelor of Science (BS) degree, or a relevant combination of training and experience, is preferred.

Responsibilities

Identify and resolve desktop and laptop hardware problems.
Perform initial network troubleshooting and determine the appropriate escalation path.
Proactively resolve virus issues and implement preventative initiatives.
Assist in new system deployments, including loading appropriate software as needed.
Manage and resolve incidents escalated from first-line support.
Create and maintain support documentation for customer and departmental use.
Provide suggestions and information on projects to improve departmental services.
Assist in the development of web pages for the Intranet and third-party applications.
Maintain web support resources, including hints, tips, and FAQs.