Desktop Support Analyst - Veterans Sourcing Group
Kenwood, CA 95452
About the Job
Desktop Support Analyst
Kenwood, CA
Long term project
Description:
To provide a high quality and responsive desktop support service to all end-users. To manage day to day problems allocated by the helpdesk and maintain ownership until problem resolution. To ensure that the Service Desk staff and clients are kept updated on a regular basis. To perform approved Install, Moves, Add and Changes. To provide local assistance to other locations when requested. To promote and communicate PRA-IT standards and procedures to the local community. To provide representation of the needs of the local business community into the PRA-IT.
Desktop Support Analyst is responsible for working closely with management and clients to ensure problems are understood clearly and that PRA-IT standards and procedures are adhered to, and problem resolution time is kept to a minimum.
- To work closely with management and clients to ensure problems are understood clearly, PRA-IT standards and procedures are adhered to, and problem resolution time is kept to a minimum.
- Solutions are delivered on time.
- To demonstrate and promote customer service excellence in all client dealings.
- To show initiative when dealing with service issues and identify and communicate any changes or enhancements, while respecting the organizations promotion of standardization.
- To escalate issues that may potentially affect the clients and business units in a timely manner.
- To provide representation of local business needs and variations to the client support technology team in the development and implementation of technical standards.
- To ensure that client support services are delivered to the business in an efficient manner, while maintaining and improving service levels in accordance with Pernod Ricard standards.
- Provide Tier 2 support in the operation and management of Windows desktops/laptops
- Manage various medium-to-complex project initiatives, upgrades, and maintenance activities
- Monitor support queues for new tickets and respond accordingly
- Troubleshoot system/application issues of medium-level complexity and escalate issues appropriately
- Develop utilities to streamline standards and deployments methodologies
- Maintain and support all Audio-Visual equipment including video conferencing
- Work with external vendors to resolve hardware and software issues
- Configure and deploy equipment for new hires (laptops, desktops, iPads, iPhones)
- Install hardware and software as needed by the business
- Maintain asset and configuration management documentation for all devices and end-users
- Development and deployment of unattended operating system installations for workstations/desktops/laptops
- IMAC's - Installs, Move, Add, Changes
- Work with end-users to develop an understanding of their business requirements
- Create and maintain knowledgebase solutions
- Enter all requests and incidents into ticketing system according to IT policies
- Update ticketing system and documentation according to IT policies
- Create and modify support documentation as related to the corporate infrastructure
Required Skills:
- Working knowledge of Microsoft services and tools such as O365, Azure, Sharepoint, OneDrive, and Active Directory
- Experience supporting conference room technologies (Microsoft Teams is a preference)
- Deploying and configuring systems using imaging tools such as SCCM and AutoPilot
What are your top 3 requirements:
- To ensure that client support services are delivered to the business in an efficient manner, while maintaining and improving service levels in accordance with our company standards.
- Provide Tier 2 support in the operation and management of Windows desktops/laptops within a corporate environment
- Working knowledge of Microsoft services and tools such as O365, Azure, Sharepoint, OneDrive, and Active Directory
Kenwood, CA
Long term project
Description:
To provide a high quality and responsive desktop support service to all end-users. To manage day to day problems allocated by the helpdesk and maintain ownership until problem resolution. To ensure that the Service Desk staff and clients are kept updated on a regular basis. To perform approved Install, Moves, Add and Changes. To provide local assistance to other locations when requested. To promote and communicate PRA-IT standards and procedures to the local community. To provide representation of the needs of the local business community into the PRA-IT.
Desktop Support Analyst is responsible for working closely with management and clients to ensure problems are understood clearly and that PRA-IT standards and procedures are adhered to, and problem resolution time is kept to a minimum.
- To work closely with management and clients to ensure problems are understood clearly, PRA-IT standards and procedures are adhered to, and problem resolution time is kept to a minimum.
- Solutions are delivered on time.
- To demonstrate and promote customer service excellence in all client dealings.
- To show initiative when dealing with service issues and identify and communicate any changes or enhancements, while respecting the organizations promotion of standardization.
- To escalate issues that may potentially affect the clients and business units in a timely manner.
- To provide representation of local business needs and variations to the client support technology team in the development and implementation of technical standards.
- To ensure that client support services are delivered to the business in an efficient manner, while maintaining and improving service levels in accordance with Pernod Ricard standards.
- Provide Tier 2 support in the operation and management of Windows desktops/laptops
- Manage various medium-to-complex project initiatives, upgrades, and maintenance activities
- Monitor support queues for new tickets and respond accordingly
- Troubleshoot system/application issues of medium-level complexity and escalate issues appropriately
- Develop utilities to streamline standards and deployments methodologies
- Maintain and support all Audio-Visual equipment including video conferencing
- Work with external vendors to resolve hardware and software issues
- Configure and deploy equipment for new hires (laptops, desktops, iPads, iPhones)
- Install hardware and software as needed by the business
- Maintain asset and configuration management documentation for all devices and end-users
- Development and deployment of unattended operating system installations for workstations/desktops/laptops
- IMAC's - Installs, Move, Add, Changes
- Work with end-users to develop an understanding of their business requirements
- Create and maintain knowledgebase solutions
- Enter all requests and incidents into ticketing system according to IT policies
- Update ticketing system and documentation according to IT policies
- Create and modify support documentation as related to the corporate infrastructure
Required Skills:
- Working knowledge of Microsoft services and tools such as O365, Azure, Sharepoint, OneDrive, and Active Directory
- Experience supporting conference room technologies (Microsoft Teams is a preference)
- Deploying and configuring systems using imaging tools such as SCCM and AutoPilot
What are your top 3 requirements:
- To ensure that client support services are delivered to the business in an efficient manner, while maintaining and improving service levels in accordance with our company standards.
- Provide Tier 2 support in the operation and management of Windows desktops/laptops within a corporate environment
- Working knowledge of Microsoft services and tools such as O365, Azure, Sharepoint, OneDrive, and Active Directory
Source : Veterans Sourcing Group
