Desktop Support Analyst

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Job description

Description:

Our client is looking to add a Desktop Support Analyst to provide general IT/user support on all installed applications, operating systems and hardware, both in person and over the phone.

Responsibilities:

• Answer the IT Hotline phone & E-mail providing support for all offices with a focused local support. Position will be called upon to troubleshoot hardware and software questions.
• Provide support to remote users on connectivity issues arising from the use Palo Alto VPN and Citrix Receiver/Workspace.
• Install and configure hardware including Dell workstations, Lenovo laptops, HP LaserJet printers, networked copiers, mobile devices (including iPhones, iPads, and Android devices), Wi-Fi & WWAN cards, LCD projectors, Bloomberg Terminals, and other computer/network peripherals.
• Install and configure operating system and application software including standard software such as Windows 7/10, Microsoft Office 2016, Microsoft Outlook 2016 in an Exchange 2016 environment, Citrix Receiver/Workspace clients, Adobe products and Capital IQ financial information software as well as special non-standard applications and custom applications.
• Provide general user support on all installed applications, operating systems, and hardware both in person and over the phone.
• Assist with management of IT resources including workstations, laptops, projectors and their inventory.
• Carry out basic Citrix administration using the Citrix Management Console, including disconnecting sessions, observing server load, and shadowing user sessions.
• Carry out basic Windows 7/10 & Windows Server 2016 network administration including administering user passwords, account lockouts, computer naming, troubleshooting network print devices, including network-attached copiers.
• Assist with the configuration and administration of Windows 7/10 workstations, including their peripheral devices such as multiple monitors, docking stations, keyboards, mice, and other USB connected devices.
• Provide local hands-on assistance with user moves, including the relocation of computers, laptops, monitors, phones and headset devices as needed.
• Provide end-user support for wireless connections involving Wi-Fi or wireless WAN network cards.
• Act as a local contact for technical based vendors, coordinating printer and other on-site repairs of end-user equipment.
• Other duties may be assigned as needed by their manager.

Qualifications:

• Bachelor's degree (B.A./B.S.) from a four year college or university in a related discipline plus three or more years directly related to work experience; or six or more years directly related work experience and/or training; or equivalent combination of education and experience.
• To perform this job successfully, an individual must have strong communication skills, carry out duties with a minimum of direction and supervision and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Possess strong analytical skills and ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization may exist.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Employee must have a thorough understanding and hands-on knowledge of hardware and software installation and problem resolution.
• Previous work experience in a financial institution environment is highly desirable.