BIICS, Inc is looking to fill a Desktop
Support Analyst position. The position is located in Tallahassee, FL and work
is on-site. This position requires work in the office with no telework and
requires flexibility to work hours between 7:00 AM and 7:00 PM and/or
Saturdays, either on a rotation or as part of a regular and on-call work
schedule.
Responsibilities:
- Responsible for software and hardware support.
- Provides technical advice, guidance and informal
training to customers using hardware and software programs.
- Troubleshoots and restores routine technical
service and equipment problems by analyzing, identifying and diagnosing faults
and symptoms using established processes and procedures.
- Performs root cause analysis and develops
checklists for typical problems.
- Recommends procedures and controls for problem
prevention.
- Maintains knowledge database and call tracking
database to enhance quality of problem resolutions.
- Works in a team setting, sharing information and
assisting others with calls.
- Assisting the Workstation Support Supervisor
with troubleshooting computer systems and related software
- Learning about and providing technical
assistance and routine maintenance of specialized software applications.
- Providing support for other IT related hardware
devices such as networked printers, smartphones, etc.
- Providing Tier 2 support of medium to high
difficulty requiring the ability to take ownership of complex issues.
- Provide advanced troubleshooting to determine
cause of problems.
- Installs, configures, and provides support,
monitors Service Desk queue and resolves support tickets as assigned.
- Participates in and coordinates projects, shares
information and receives feedback from other OIT staff as appropriate.
- Generates and maintains detailed technical
documentation, coordinates service calls and repairs for warranty and
non-warranty items.
- Provides Audio Visual (AV) and Video
Conferencing (VC) support as assigned. Assists with reserving, setting up, and
troubleshooting of AV and VC equipment.
Requirements
Potential
candidate must possess the following:
- High School diploma or equivalent.
- Two years of work experience in the
installation, maintenance and technical support of workstation hardware.
- Or two years’ experience providing customer
service and technical support with Microsoft Office 365 and Windows 7 or above
operating system.
- Or Technical certifications from workstation
training programs such as CompTIA A+, Comp TIA Net+, and MCDST may be
substituted for 1 year of experience.
- Or a Bachelor or Associate degree in Computer
Science, Information Technology or closely related field from an accredited
college or university.
- Advanced knowledge of Microsoft products,
including operating systems, office suite and outlook in a networked
environment.
- Advanced knowledge of computer software,
hardware, and firmware relative to personal computers, local area network/wide
area network environments.
- Skilled at installing and providing technical
support for software applications, operating systems and personal computer
hardware.
- Ability to do advanced troubleshooting on
various manufacturers of computers.
- Ability to plan, organize, manage and track
projects.
- Ability to communicate effectively both verbally
and in writing.
- Ability to read, understand, and comply with the
client's policies.