Desktop Support Analyst

Job Title : Desktop Support Analyst

Duration : 6 Months

Location : Lutz, FL

Shift : Standard Business Hours

Position Concept

This position will be responsible for end user computers and peripherals installation, troubleshooting and configuration of hardware and software; processing of warranty repairs and replacements; collaboration with users; collaboration with field support analysts, service desk analysts, asset management team and other IT support personnel.

Primary Duties and Responsibilities

• Provides on-site, remote, and phone support for business partners (IT customers)
• Installs, troubleshoots, configures, and upgrades hardware, operating system software and application software
• Provide a solution to technology related problems, issues, and questions, or escalate them to the appropriate support areas
• Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure)
• Creates support documentation for staff on how to properly use, fix, and remedy software or devices
• Communicates and conducts self as a professional customer service representative
• Organize, maintain, and track equipment and parts for equipment repair and replacement

Knowledge / Skills / Abilities

Required :

Experience :

Required : 3 years of customer service experience, 3 years of related IT equipment support experience

Preferred : 6 years of customer service experience, 6 years of related IT equipment support experience

Education

Required : High School Diploma or equivalent

Preferred : Associate’s or Bachelor’s degree in a computer-related field or business administration with concentration in computer science

Licenses / Certifications :

Required : Valid Driver’s License

Preferred : ITIL certification. Microsoft Certified Product Specialist (MCP), A+ Certification, or related certifications, training, or equivalent experience