Technical Support Analyst

Job Summary

Provide second level technical support and repairs for desktop hardware, software and peripherals for corporate and field computers, printers, point-of-sale systems and various mainstream and custom software applications. Manage the coordination of larger and more highly complex projects consisting of new system rollouts, upgrades and moves, additions, and changes.  Provide time and budget estimates and regular status review of rollouts.

 

Responsibilities

· Install, configure, and maintain corporate and field desktop hardware and software

· Troubleshoot, research and resolve desktop hardware, software, and peripheral issues

· Manage, document, and prioritize customer support tickets to ensure timely and accurate resolution

· Coordinate desktop rollouts of new hardware and software upgrades and updates

· Provide proactive and energetic support to end users to ensure complete customer satisfaction

· Work with peers to improve productivity through process improvement and streamlining

· Ensure compliance with IT support policies and procedures and software licensing

· Research and collaborate with team members on latest desktop hardware and software technologies

· Collaborate with other departments, such as the IT Support Center, Server Support, Systems Integration, and Development to provide integrated solutions to technology issuesProvide 24/7 On-Call support in rotation

Requirements

· 3 to 5 years of desktop support experience with Windows operating systems from 9x through XP

· 3 to 5 years of support experience with desktop hardware, peripherals and network printers

· 3 to 5 years of support experience with MS Office, desktop applications and utilities

· 1 to 3 years administration experience with Microsoft Active Directory environment

· Experience with Novell Directory Services is recommended

· Four year technical degree or equivalent education and training recommended

· Ability to communicate effectively in person, via printed material, over the phone, and via e-mail

· Experience documenting and reporting progress and status updates to management

· Demonstrate and possess the ability to lead special projects with corporate-wide impact

· Must be able to lift at least 50lbs and maneuver into/under small workstations and/or ticket counters

· Potential candidate may be required to travel throughout the country and must have adequate means of transportation for a 50mi radius from downtown Dallas

· A+ certification preferred.