Sr. Desktop Support Analyst - Irvine, CA

   

Are you a Sr. Desktop Support Analyst with 3-5 years experience in Applications or IT Support?  Do you have experience supporting enterprise applications & managing IT projects? If so, read on and let's talk.

Responsibilities:   Will provide services for Applications, Computers, Printers, Cables, 3D Scanners, etc. through analysis and problem solving to facilitate installation, maintenance & implementation.

  • Creates computer images utilizing SCCM, Acronis True Image (or similar) Backup and Recovery applications.
  • Creates SCCM Packages, OSD, and maintain Collections.
  • Installs, configures, and validates 3rd party scan and design software, anti-virus software, Windows and Macintosh operating systems, MS Office, and proprietary in-house applications.
  • Coordinates and performs software deployments and upgrades.
  • Manages leased hardware including software deployments and upgrades.
  • Manages printers including installing Network and Local printers, troubleshooting technical and mechanical issues, and replacing toner cartridges.
  • Deploys computers throughout Company; performs set-up, cloning and imaging for quarterly leased terminated equipment or as required.
  • Supports users with fax machines including assisting in set-up, configuration, and troubleshooting.
  • Supports users with 3-Dimensional Imaging Scanners, both desktop and handheld devices, including deploying devices, set-up, configuring, and troubleshooting technical issues.
  • Supports and deploys handheld touchpad devices including configuring and troubleshooting technical issues.
  • Performs diagnostics on various devices utilizing 3rd party computer health diagnostic tools.
  • Performs preventative maintenance services on a prescribed schedule.
  • Responds to support tickets for applications and/or hardware issues.
  • Identifies and resolves technical issues; performs tests as necessary to ensure proper functions.
  • Reports problems and proposed solutions; chooses best solution and course of action.
  • Develops “lessons-learned” documents.
  • Makes considerable contributions to CRM Knowledge Base.
  • Utilizes 3rd party remote software such as VNC Client, RDP, Team Viewer, and Proxy Master to connect to customer desktops for remote support.
  • Repairs computers as necessary.
  • Recommends process improvements.
  • Manages assigned IT projects.
  • Manages assigned CRM Tickets efficiently, ensure timely completion and customer satisfaction.
  • Provides a positive experience for customer base/users
  • Communicates solutions to users in a clear, concise, and timely manner to ensure customer expectations are met or exceeded.
  • Establishes and maintains strong working relationships with various Company departments and team members.
  • Travels to Remote Labs to assist with moves and large scale system changes and/or rollouts.

Required Experience:

  • Bachelors degree in Technical Field.  Will consider experience only.
  • 4 years+ experience in Applications or IT Technical Support.
  • Must have experience supporting enterprise applications & managing IT projects.

Certifications a Plus:

  • Microsoft System Center Configuration Manager (SCCM) 2012 certification, a plus
  • CompTIA A+ or Security+ or other certifications.
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