Desktop Support Analyst

This position will be part of a desktop support team supporting customers from both local and remote sites. Candidates must enjoy troubleshooting over the phone and be able to handle multiple responsibilities simultaneously. Qualified candidates must be enthusiastic and team-oriented. Service to callers will include hardware problem diagnosis, LAN connectivity support, and comprehensive support for both in-house and third party applications. A successful candidate must be detail-oriented and work closely with other Desktop staff and the customer community. The candidate should also possess excellent analytical problem solving, typing, verbal and written communication skills, customer service skills, and be self-motivated. The Desktop Support individual will assume full ownership of problem resolution, status and tracking using Numara's Track It ticketing system.

Skills:

- Significant knowledge of: Windows XP, Vista, and Windows 7.
- On the job experience or exposure to: Active Directory, BES, Win 2003/2008 Server. Understanding of network protocols in a Microsoft environment.
- Experience supporting applications such as: MS Office suite (2003,2007 & 2010), Blackberry's, and various in-house applications.
- Knowledge of remote deployment tools such as: SCCM, Altiris, or SMS.
- A fundamental understanding of virtual environments, utilizing such tools as Vmware & Virtual PC
- Strong understanding of the windows desktop infrastructure
- Installation of PC's and desktop applications including upgrades as assigned.
- Strong Analytical skills necessary to troubleshoot user problems and able to determine user needs.
- Knowledge and experience with remote trouble-shooting tools; able to trouble-shoot without seeing the system.
- Strong interpersonal skills: possesses a customer satisfaction mentality with the ability to train both inexperienced & experienced users in the use of technology.
- Ability to effectively communicate both in writing and orally with all levels of internal users and to document steps taken to troubleshoot issues for potential use in an internal knowledgebase.
- Familiar with Database ticketing systems, especially TrackIT.
- Familiar with Dell and Lenovo hardware.
- Knowledge of various imaging products; modifying and deploying existing images and creating new images
- Strong multitasking skills: must be able to perform a variety of tasks and assignments simultaneously without sacrificing quality of work.
- Work in fast-changing, fast paced environment with excellent organizational skills
- Willingness and ability to work flexible hours.
- Be a team player. Ability and desire to mentor and train junior members of the team.
- Physical ability to lift and install equipment (computers and peripherals) in and around desks and small places.
- Fluent verbal Japanese language