Seasonal Desktop Support Analyst

The Seasonal Desktop Support Analyst's role is to provide a single point of contact for end-users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.

The Seasonal Desktop Support Analyst will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required.

This is a seasonal position supporting the organization's technology needs during our busy peak season.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Major responsibilities of the position are listed below. To perform the job successfully, an individual must be able to execute each essential duty satisfactorily. Other duties, assignments, and specific projects may be assigned at the discretion of management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
• Assess the need for and implement performance upgrades to PCs, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and other components.
• Collaborate with LAN technicians and network administrators to ensure efficient operation of the company's desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, pages, and/or emails regarding desktop problems.
• Respond to and perform moves, adds, and changes (MAC) requests as submitted by line managers.
• Ensure that physical desktop connections (i.e., RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
• Monitor and maintain backup systems and files for network servers.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• If necessary, liaise with third-party support and PC equipment vendors.
• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Write technical specifications for the purchase of PCs, desktop hardware, and related products.
• Install new printers, configure printers on the network, and maintain and ensure the proper function of standalone printers, scanners, and network printers.
• Serve as the support contact for the repair and maintenance of RF guns and Zebra printers.

WORK CONDITIONS

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting heavy to moderately heavy objects, such as computers and peripherals.

EDUCATION AND EXPERIENCE

• Degree in Computer Science or 3+ years of equivalent work experience.
• Microsoft certifications.
• Excellent technical knowledge of PC and desktop hardware.
• Excellent technical knowledge of PC internal components.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with iPads, iPhones, and Android devices.
• Working technical knowledge of current protocols, operating systems, and standards, including TCP/IP.
• Experience with IBM Client Access for iSeries/AS400.
• Excellent technical knowledge of VBScript and C#.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Understanding of the organization's goals and objectives.
• Strong analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.