Desktop Support Analyst I

POSITION SUMMARY:

The Desktop Analyst I is part of the IT Support Services team and will be responsible for defining, developing, and implementing end user device solutions for Secretary of State (SOS) users.  Responsible for understanding, capturing, and documenting the end user device requirements of the various user populations; researching, evaluating, testing and developing business cases for appropriate end user device solutions, configurations.  Will deploy and maintain end user device standards, deployment and management policies, methodologies, procedures and tools.

Provides 1^st and 2^nd level support to the Support Services team and directly to the end users as needed Responsible for timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA).

ESSENTIAL DUTIES and RESPONSIBILITIES:

·         Provide end user computing support to SOS.

·         Deploy and support a standardized desktop and laptop image consisting of the operating system and all supported applications 

·         Research and understand the technologies, industry standards and best practices for effective, reliable and secure end user devices as well as the solutions for deploying, managing and supporting them.

·         Ensure that solutions and service provided meets and/or exceeds established IT standards.

·         Establish and maintain procedures for the configuration and deployment of all personal computers and peripherals 

·         Identify and organize day-to-day operation and maintenance tasks to ensure a secure a reliable computing environment 

·         Ensure desktop security, including data integrity, file encryption and related hardware/software is in compliance with company policies 

·         Assist in maintaining an up-to-date multi-year Technology and Services Roadmap/Strategy for in-scope solutions and services 

SUPERVISION REQUIREMENTS:  0

MINIMUM QUALIFICATIONS:   

·         Highschool Diploma/Highschool GED/Equivalent and

·         At least two years of recent relevant experience in an IT desktop support experience.

PREFERRED QUALIFICATIONS:

·         Associate degree in business administration, computer science, software engineering, or related field, or equivalent work experience.

·         2 years of experience in desktop support roles in a Windows environment, with at least 1 year experience as a desktop engineer. 

·         2 years’ experience working with Active Directory 

·         2 years’ experience with enterprise software deployment applications such as

·         Microsoft SCCM(System Center Configuration Manager), software packaging applications, and remote control applications.

·         Hands-on experience working with ticketing system 

·         At least two years of experience successfully applying strong analytical skills and process improvement abilities to identify defects and create operational efficiencies while meeting customer SLAs. 

• Windows and ITIL Certifications are preferred.