Desktop Support Analyst

New York, NY 10002

Posted: 03/04/2019 Employment Type: Contract To Hire Industry: Help Desk Job Number: 52249

We are seeking a qualified candidate for the position of Desktop Support Analyst  for a 6-month consulting contract. This is a performance based contract to hire position. 

The engagement will take place at our NYC location(s) in Queens, Brooklyn, Manhattan. Consultant  during this engagement may be expected to travel 10% within the 5 boroughs of NYC.

Principal Duties and Responsibilities:
  • Responsible for day to day technical support and timely resolution of end-users desktop related  issues, incident tickets and optimal restoration solution
  • Providing direct, over the phone or remote troubleshooting of end-user desktop, equipment,  application, device communication and connectivity issues in a timely fashion
  • Imaging, Installing, diagnosing, repairing, maintaining, and upgrading desktop, devices, equipment, software applications and operating system
  • Support all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops,  printers, scanners, devices, equipment and ensure optimal performance of the end-user  workstations
  • Ensures desktop computers interconnect seamlessly with diverse systems including associated  validation systems, file servers, email servers, application servers, and  administrative systems to  help minimize end-users downtime  Where and when restoration activities are beyond the scope of the Desktop Support Engineer, escalate issues/problems to proper tier 2, tier 3 support team members and vendors as the case  may be
  • Performs general preventative and remedial maintenance tasks on computers, laptops, printers  and any other authorized peripheral equipment
  • Performs work in compliance within specified warranty requirements and returns defective  equipment/parts to maintenance inventory, document customer repairs, maintains and restocks  assigned parts inventory
  • Promptly analyzing incident tickets and end-user incoming call problems and support requests  to determine restoration strategy and approach
  • Facilitate end-users desktop data and application restoration and recovery
  • Use diagnostic tools to troubleshoot problems associated with network connectivity, and  workstation hardware/software
  • Responsible for tracking hardware and software inventory
  • Familiarize and assist end-users on basic software, hardware and peripheral device operation  and use 
  • Works with vendor support contacts to resolve technical issues within the desktop environment
  • Arranging and preparing equipment for shipping/receiving and disposition 
  • Accurately and promptly record incident/issue and service request ticket work logs and service  restoration activities in the incident management system with the date, time and restoration  activities summaries
  • Developing in-depth skills and technical knowledge of each system and sub-systems in current  and new technologies
  • Maintains adequate and industry awareness of knowledge of operating systems and application  software used to provide a high level of support
  • Maintains, follows and consistently demonstrates a general knowledge of WCG/EITS and  guidelines, processes, practices and procedures
  • Ensures that there is sufficient support to clients and provide friendly customer service to endusers  and for local project implementations
  • Preparing and willing to do any other reasonable and lawful instruction/task on time and  correctly
  • Managing time efficiently, effectively, setting priorities appropriately, schedule calls, able to  maintain professional demeanor under stress and operate within customer support standard  operating procedures
  • Maintains proper grooming and adheres to attendance and timesheet policy standards
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