Desktop Support Analyst, US

Reports To

The Desktop Support Technician will report to the Software Development Manager.

Job Overview

The Desktop Support Technician will work with local clients to provide support services to maintain their business computer systems and infrastructure.  Besides PCs the Desktop Support Technician will work with basic networks, wireless networks and peripheral devices such as printers, scanners and mobile devices.  The Desktop Support Technician will also be involved in providing preventative maintenance services for clients by doing systems checks on regularly scheduled basis, providing break fix support and installation services.

The Desktop Support Technician will be exposed to Servers, SANs and other equipment which we highly encourage the technician to learn about.

To advance to the next position, the Desktop Support Technician should have a knowledge of servers, storage, virtualization and networks.

Responsibilities and Duties

• Responsible for the installation, maintenance and future planning of customer’s desktop and system environments.
• Monitor the performance of client systems infrastructure to predict and detect problems before they occur.
• Monitor the client systems for signs of virus or malware activity.
• Apply Operating System Patches to client’s systems on a regularly scheduled basis.
• Provide break-fix support for clients as needed
• Actively contact and visit clients in person if there are no issues as a check in to see how they are doing.
• Respond to customers in a timely manner.

Qualifications

• A minimum of an Associate Degree in a computer or technical field. Hands on experience may be substituted for education.
• This position requires 5 – 10 years of experience.
• This position requires a person that has self-motivation and can take a list of tasks, prioritize the work to be completed on time.
• This position requires someone that feels comfortable working directly with a customer and can make the customer feel confident that their problem can be resolved correctly.
• This position requires good communication skills both with peers and clients.
• This position requires the ability to recognize and pursue future opportunities with customers.
• The ability to adapt to changes and execute tasks in periodic high-pressure situations.
• The ability to learn new applications and systems as they are required by the customers.
• It is encouraged for the Desktop Support Technician to have or acquire Microsoft Certifications and any other certifications that might be related to the job.
• This position requires a valid driver’s license and reliable transportation.
• This position requires random drug screening.
• This position requires background checks to be completed prior to employment and new checks every 5 years.
• The person for this position must work in the Automated Results Office with normal work hours Monday – Friday 8AM to 5PM. Based on client and company needs the person must be flexible enough to work outside these hours as needed for on call or emergency support.

System Experience Requirements

• Windows 10 and Windows 11
• Older Microsoft Operating Systems XP and greater preferred
• Windows Patch Management
• Anti-Virus / Malware Application Management and prevention
• Exposure to traditional networks and wireless networks
• Application installation and deployment
• Microsoft 365

Certifications

• Microsoft Modern Desktop Administrator

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to lift up to 50 lbs
• Frequently required to stand
• Frequently required to walk
• Frequently required to sit
• Frequently required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Continually required to talk or hear
• Occasionally work near moving mechanical parts
• Occasionally work in high, precarious places
• Occasionally work around fumes, airborne particles, or toxic chemicals
• Occasionally exposure to bloodborne and airborne pathogens or infectious materials

Senior IT Infrastructure Analyst

Reports To

The Senior IT Infrastructure Analyst will report to the Software Development Manager.

Job Overview

The Senior IT Infrastructure Analyst will work with a mixture of local and remote clients to provide support services to maintain their applications, computer systems and infrastructure.

The IT Infrastructure analyst will use operations knowledge to find and fix problems in large computer networks, including network communications errors, storage problems and malfunctioning server platforms.  They will monitor systems performance to identify any issues and routinely perform platform analysis during regular operations, including networks, firewalls, server, storage, devices and applications.  They will work with IT teams to determine appropriate solutions for upgrades, issues and to mitigate future issues.

Responsibilities and Duties

• Responsible for the installation, maintenance and future planning of customer’s desktop and system environments.
• Monitor the performance of client systems infrastructure to predict and detect problems before they occur.
• Must have strong end-to-end troubleshooting skills for systems, networks or applications.
• Plan, Apply Operating System Patches to client’s systems on a regularly scheduled basis and to provide patching reports.
• Provide break-fix support for clients as needed
• Work with system backups as well as recovery processes and make sure they follow industry standards.
• Assist in disaster recovery plans along with business continuity analysis as appropriate.
• Work with change control and ticketing systems.
• Create and update documentation for internal and client infrastructures.
• Create and report on internal and client equipment and service inventories such as servers, components, ports, racks/cabinets, capacities such as bandwidth and power availability.
• Actively contact and visit clients in person if there are no issues as a check in to see how they are doing.
• Respond to customers in a timely manner.

Qualifications

• A minimum of an Bachelor Degree in a computer or technical field. Hands on experience may be substituted for education.
• This position requires 10+ years of experience.
• This position requires a person that has self-motivation and can take a list of tasks, prioritize the work to be completed on time.
• This position requires someone that feels comfortable working directly with a customer and can make the customer feel confident that their problem can be resolved correctly.
• This position requires good communication skills both with peers and clients.
• This position requires the ability to recognize and pursue future opportunities with customers.
• The ability to adapt to changes and execute tasks in periodic high-pressure situations.
• The ability to learn new applications and systems as they are required by the customers.
• This position requires a valid driver’s license and reliable transportation.
• This position requires random drug screening.
• This position requires background checks to be completed prior to employment and new checks every 5 years.
• The person for this position must work in the Automated Results Office with normal work hours Monday – Friday 8AM to 5PM. Based on client and company needs the person must be flexible enough to work outside these hours as needed for on call or emergency support.

System Experience Requirements

• Physical Server and Equipment Maintenance
• Microsoft Server Operating Systems
• VMWare and Hyper-V Virtualization Platforms
• Windows Patch Management using Patch Management systems such as WSUS
• Anti-Virus / Malware Application Management and prevention
• Application Installation and Deployment
• Microsoft Active Directory
• Exposure to traditional networks, switching technology, firewalls and wireless networks
• Microsoft 365

 Certifications

• Required: Core Infrastructure
• Preferred: Microsoft Enterprise Administrator
• Preferred: CompTIA Security+
• Preferred: Microsoft Cybersecurity Architect

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to lift up to 50 lbs
• Frequently required to stand
• Frequently required to walk
• Frequently required to sit
• Frequently required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Continually required to talk or hear
• Occasionally work near moving mechanical parts
• Occasionally work in high, precarious places
• Occasionally work around fumes, airborne particles, or toxic chemicals
• Occasionally exposure to bloodborne and airborne pathogens or infectious materials