Desktop Support Analyst

Hicksville, NY

We are looking for a Desktop Support Analyst for a role in Jericho, NY. The Desktop Support Analyst contributes to the strategic objectives of the IT Division by installing and supporting operating systems. You would be responsible for analyzing and resolving Windows desktops/laptops, macOS MacBooks/iMacs, printers, peripherals, hardware, and software problems, including network connectivity issues utilizing all available resources. This position is required in the Jericho, NY location.


The primary responsibilities of the position are listed below.

  • Responsible for installing existing desktop/workstation/laptop/printer software/hardware and operating systems.
  • Monitor and report on the utilization of system resources and advise on matters of capacity planning.
  • Be able to provide all levels of troubleshooting support and tuning system software and hardware products.
  • Responsible for the internal detail analysis and implementation of new software and hardware.
  • Configure and install software\hardware systems, and operating systems, for new employees, contractors & 3rd party vendors utilizing the 18F environment.
  • Assist with the planning, installing, and training of computer systems hardware as assigned under direct guidance.
  • Must have basic networking and telecom protocol knowledge.
  • Must have MAC support experience and understanding of setups, configuration, deployment, and manage automation around the existing MAC environment.
  • Prepare all required documentation for the portion of work assigned as assigned under periodic review.
  • Provide technical assistance and problem resolution to clients for assigned applications.
  • Ability to independently handle simple systems and technical issues without assistance.
  • Off-hour, on-call responsibilities will be required as needed to support the business needs and/or project requirements as assigned under direct guidance.
  • Assist other IT Depts (ServiceDesk, Telecom, Networking, Windows, Sys Admins, Development, QA) with on\off hours support as required by IT leadership.
  • Actively pursue new technology knowledge, training, and proactive problem resolution as assigned under periodic review.
  • Conform to Problem Management Policies and Procedures when resolving assigned production support problems as assigned under periodic review.
  • Conform to Change Control Requests Policies and Procedures as required by company change management policies.
  • Conform to Corporate Security Policies and procedures as assigned under periodic review.
  • Establish and maintain a client relationship with a professional, courteous, and respectful customer service perspective to all employees.
  • Acquire and maintain required business knowledge for the client area as assigned under direct guidance.
  • Produce periodic status reports as requested by management and supervisor.
  • Other Job duties as assigned.


EDUCATION AND EXPERIENCE

  • Two-year college degree in Computer Science, Business Administration, related fields, and/or equivalent experience.
  • A+ or MCDST preferred.
  • 5- 10 years of proven work experience as a Desktop Support Technician, Technical Support Technician, or similar role troubleshooting PCs, telecom equipment, and IT peripherals.
  • Proven ability in all phases of technical and project documentation.
  • Hands-on experience with troubleshooting Windows OS/Office 365 environments
  • Comprehensive understanding of Mac OS from command line troubleshooting to resolving individual application failures

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