Title: Desktop Support Analyst

Location: San Antonio

6 month contract with extensions available

3 Must have skill sets: • Strong troubleshooting logic (ability to rule out unrelated issues) • Good knowledge of Windows OS and Office products (usage and general/intermediate troubleshooting) • Experience with hardware troubleshooting • Self-starter – ability to find and complete work with little/no supervision 3 like to have skill sets • SAP experience • Service Now ticketing system experience • Familiarity/experience with phones and printers (or at least an understanding of how they work) • Advanced knowledge of Windows and Office (registry, group policy, services, BSOD debugging, bitlocker encryption) Processes incoming requests, inquiries, or escalations related to IT support issues. Diagnoses and resolves complex first tier issues involving end-user workstation, remote access, password management and general IT inquiries. § Answers service calls and emails. Records and prioritizes service requests and maintains ticket tracking for issues. Directs requests to other areas in accordance with established guidelines.  § Diagnoses, troubleshoots, and resolves basic and complex issues regarding hardware and or software access, security, reliability, and performance issues. Supports Microsoft Office Suite Active Directory, and remote users. § Ensures change requirements are documented and assures timely enabling and disabling of user access privileges to protect information technology assets. Tests various systems, processes and applications to to determine compliance within established policy.  § May installs and reconfigures workstation and remove access hardware and software according to standardized specifications. Assists in pushing out new software/hardware to ensure consistency in technical standards. § Maintains physical inventory and workstation and remove access hardware and software according to standardized specification on approved requisition. Orders company issued equipment. § Provides information and communication for testing, upgrades, and rollouts in support of corporate, divisional and systems initiatives. § Minimum of 3 years of diversified technology support and troubleshooting experience required.  § Minimum of 3 years hands-on experience supporting Windows OS WIN7/8, MS Office Suite, Active Directory, group policies, VB Scripting, and SCCM experience preferred. § Minimum of 35 years experience with Windows domain networking, local area networking, and remote access software, VPN, Citrix, Mobile devices and VM technology troubleshooting preferred § Experience creating, documenting, and closing incidents via ticketing system § Strong people skills and a knack for problem solving § Ability to maintain composure and customer focus while troubleshooting and solving technical issues § Ability to interact and collaborate with diverse groups including business end-users, IT team and vendor/technology providers