Desktop Support Analyst

SUMMARY

Ensures proper computer operation so that end users can accomplish business tasks, including receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Performs all duties in a manner that fosters the achievement of the organization’s mission to identify choices and provide services to help people of all ages, abilities and incomes to live at home.

KEY RESPONSIBILITIES

1. Evaluates documented resolutions and analyze trends for ways to prevent future problems.
2. Alerts management to emerging trends in incidents.
3. Assists in software releases and roll-outs according to Change Management best practices.
4. Fields incoming requests to the service desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
5. Documents all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
6. Builds rapport and elicits problem details from service desk customers.
7. Prioritizes requests and escalates requests (when required) to the appropriately experienced technician.
8. Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
9. Applies diagnostic utilities to aid in troubleshooting.
10. Accesses software updates, drivers, and documentation resources on the internet/intranet to aid in problem resolution.
11. Identifies and learns appropriate software and hardware used and supported by the organization.
12. Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
13. Installs anti-virus software and ensures virus definitions are up-to-date.
14. Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
15. Tests fixes to ensure problem has been adequately resolved.
16. Performs post-resolution follow ups to help requests.
17. Develops help sheets and FAQ lists for end users.
18. Performs additional related duties as assigned.

COMPETENCIES

• Approachability: Allows adequate time for interactions; creates a supportive communication environment.
• Customer Focus: Builds effective relationships with customers, identifies customer expectations, tries to see issues from their point of view; offers practical solutions to problems.
• Diversity: Fosters an environment of belonging and inclusion. Values cultural, ethnic, racial and gender diversity. Committed to equity.
• Ethics & Integrity: Makes decisions and conducts self-consistent with organization principles.
• Listening: Supports speakers and interprets their messages in such a way that effective communication takes place.
• Patience: Behaves in a manner that encourages and allows iterative behavior from those less skilled, knowledgeable, or experienced.
• Personal Accountability: Accepts responsibility for own actions, including failure. Embraces experiences as learning opportunities and not chances to blame.
• Problem Solving: Gathers and analyzes information, identifies goals, explores, and selects solutions, implements an action plan, and evaluates results.

QUALIFICATIONS

Education

• Associate’s degree in related discipline or other applicable certifications or experience required.

Experience

• 2 – 3 years’ computer hardware, software and networking support.
• Computer literacy of MS Windows, Office and Keyboarding skills a must.
• Knowledge of general office conduct and procedures.

Other

• Reliable transportation, valid driver’s license and current automobile insurance.
• CCCI Job Code: 6201 FKA: PC Specialist

Physical Requirements

Physical Activity Approximate Percentage of Time Spent in this Activity

1. Bending 20%
2. Climbing (e.g. stairs) 5%
3. Keyboarding 30%
4. Kneeling 10%
5. Lifting (indicate maximum weight to be lifted) 50 lbs.
6. Reaching 10%
7. Sitting 40%
8. Standing 40%
9. Using Telephone 35%
10. Walking 20%

Work Environment (a brief description)

Work is performed in an office environment. Contact with staff from other departments likely. May have contact with individuals outside of the organization. Some exposure to temperatures and weather conditions while traveling. No exposure to loud noises or noxious odors.

The physical requirements and description of the work environment are representative of what an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.