Desktop Support Analyst

Job Description

Job Description

All Lines Technology has an immediate opening for a Desktop Support Analyst!! Support analysts are business, function, or process specialists and can be technology generalists or specialists. They demonstrates the ability to clearly express and share ideas and risks both verbally and written, in a positive and effective manner to their supervisor and team members. Effective in communicating status to the team. Demonstrates confidence and active listening to confirm understanding of the deliverable. They act within well-defined policies and procedures and be closely supervised. Normal focus is on existing products or processes. Support Analyst is seen as an individual contributor within their team. They are competent at managing their time, have interpersonal and collaboration skills. They do not manage other individuals and are typically closely managed. The decisions they make impact their team or specific area of support. As an individual contributor they are considered a member of a group or team focused on delivering business goals by follow structured processes and procedures to deliver results. They will work on small, isolated tasks where they are solely responsible for the work - their contribution is measured by their ability to complete the work assigned to them. The impact of their contribution is limited to the small tasks assigned and the success or failure to complete their work rarely impact others.


Key Responsibilities
·Day to day ticket resolution and fleet management according to standard KPI's. Typically supplements Site IT analyst at a larger site and requires constant supervision
· Onsite Technology Support provides in-person assistance to employee end users including:
· Responds to telephone calls, emails, and personnel requests for technical support.
· Provide support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
· Maintaining and troubleshooting a range of user problems including PC hardware/software/LAN and voice network
· Diagnosing problem source through discussions with users and coordinating with internal IT organization support and operations groups and/or with vendors to resolve problems
· Acquiring, installing, and upgrading PC components and software and planning for/responding to service outages and other problems
· Performs pro-active monitoring of PPG’s computer systems through appropriate tools.
· Documents, tracks, and monitors problems to ensure timely resolutions.


Qualifications
· A 4-year degree in Computer Science, Engineering, or related discipline.
· Strong interaction and interpersonal skills specifically listening, providing guidance
· Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions.
· Follow company standards and apply policies consistently.
· Strong verbal communication skills, including the ability to document operations procedures
· Availability to work rotating shifts and holidays
· A Fluency in English
· A driving license (B)

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