A Global International Communications provider for financial and marketing institutions is aggressively seeking a Desktop Support Analyst to Install, upgrade and configure end user hardware and software. The Desktop Support Analyst will diagnose and repair all software and hardware problems. The Desktop Support Analyst will train and support the end users on software and document all activities per department procedure. The Desktop Support Analyst will help in the processing of incoming calls to the Help Desk via both phone and e-mail to ensure courteous, timely and effective resolution of end user issues. The Desktop Support Analyst must provide 2nd level troubleshooting/issue resolution of end users issues. The Desktop Support Analyst should perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backup, and configuring systems and applications.
The Desktop Support Analyst will assist in the development and maintaining desktop software and OS images. The Desktop Support Analyst should monitor and test fixes to ensure problems have been adequately resolved. The Desktop Support Analyst will assist with tracking and analyzing trends in Helpdesk requests and generating statistical reports. The Desktop Support Analyst must assess system reconfiguration needs both minor and significant based on request trends and make recommendations for system resolutions and or enhancements. The Desktop Support Analyst must identify, recommend, develop, and implement end user training programs to increase computer literacy and end user awareness. The Desktop Support Analyst should be open to an On-call rotation. The Desktop Support Analyst must have experience with Active Directory, MS Exchange, MS Office 2003 and MS Outlook. The Desktop Support Analyst should have experience with TCP/IP, VPN and Remote Desktop Support (Dameware, PC Anywhere, etc) The Desktop Support Analyst will should experience with ticketing Systems (ex: Heat, Remedy, CA Unicenter, etc) The Desktop Support Analyst should have Blackberry Support experience, Veritas experience, Dell hardware support and experience with Anti-virus applications. The Desktop Support Analyst should have experience with Microsoft Server 2003, and have an understanding of SQL. Any Microsoft certifications and experience with Vista OS is a plus. MAC support experience is also a benefit.
<br/><br/>All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
Experience: The Desktop Support Analyst must have 5+ years of experience in a related field as well as B.S. degree or its equivalent. The Desktop Support Analyst must have intermediate Active Directory experience. The Desktop Support Analyst must have excellent communication skills with a strong work ethic and must have an excellent customer service history.
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