The Desktop Support Analyst is responsible for front-line support for all NATIONAL FUNDING employees, vendors, and visitor's IT-related issues. The role provides hardware and software support to ensure optimal business functionality and performance of day-to-day needs from basic to advanced troubleshooting.
MAJOR RESPONSIBILITIES:
- Perform 1st and 2nd level technical support for computer hardware, Microsoft operating system, network connectivity, Office desktop applications, user's peripherals, printing, and email.
- Responsible for onboarding new employees, including AD account creation, email creation, workstation setup, building security access, and maintaining IT documentation.
- Maintains current inventory of all deployed and shelved PCs, laptops, etc.
- Maintains IT-approved department images, for deploying newly provisioned workstations.
- Monitor Help Desk at all times and address any reported issues as soon as they arrive, escalating to other personnel as needed.
- Able to work weekends as needed for IT projects.
- Create detailed documentation on problems and resolutions in the ticketing system.
- Work with employees, internal IT staff, and 3rd party vendors to identify, coordinate, escalate and resolve technical support issues
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- Working toward a degree in a computer-related field or at least 2 years experience in a comparable role administering a Windows environment
- Preferred CompTIA Network+ Certification, CompTIA A+ Certification, and Microsoft Desktop technician or equivalent knowledge and experience
- Experience with troubleshooting, formatting, installation, updates, basic desktop/server support to include Microsoft Windows and Server environments
- Basic administration of VMware ESX and vSphere 6
- Experience with IT hardware, and software including Dell, Office365, Slack, Okta, SmartDeploy
- Basic understanding of a CRM system (Salesforce preferred) process and integration
- Experience with servicing and programming VoIP devices
- Able to lift/carry 40 pounds and stand for long periods of time.