Desktop Support Analyst
The Desktop Support Analyst will be responsible for analysis, design, implementation, maintenance, monitoring, security and support of our desktop environment and other technologies to support the enterprise work force.
Support Services (40-50%)Administer, monitor, troubleshoot, and resolve advance/complex issues with desktop operating systems, software, and hardware; including PCs, thin clients, peripherals, and smart devices.Responsible for daily oversight of the client services ticket queue; function as a second support tier after Help Desk and Operations Support to resolve/validate more complex or advanced tickets; delegate simple tickets back to the Help Desk or Operations Support with direction/instruction.Responsible for desktop deployment & image management along with the software tools to facilitate software installs and updates. Analyze desktop software/hardware performance and apply solutions for improvement.Administration and monitoring of anti-virus/security product to prevent and/or remove possible infections as well as manage definition updates and exceptions.Management and monitoring of patch management tool to review Microsoft monthly security bulletins as well as 3rd party vulnerabilities; patching and administering products regularly.Administration of mobile device platform including devices, billing, and troubleshooting user issues.Responsible for client management policy using either local policy or group policies.Management and support of conferencing and IM solution including billing and account administration.Responsible for management of client print services, troubleshooting, and upgrades as required.Mid-level troubleshooting of remote Citrix user environment issues relating to profile and permissions.Complete daily, weekly, and monthly maintenance tasks.
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