Desktop Support Analyst

Intone Inc; Madison, Northern (WI, KY); Hybrid; USD 45,000 - 55,000; Full time

Job summary

Intone Inc. is seeking a Desktop Support Analyst for a contract position in Madison, WI. You will implement, support, and maintain PC and end-user devices across LAN/WAN, mobile, and remote connectivity, delivering solutions and guidance to business customers.

You will work with end users to provide reliable client computing services, create documentation, and participate in on-call rotations and IT projects. 2+ years of experience and an associate degree are preferred.

Qualifications

• Associate degree in information technology or related area.
• 2 years of PC support experience in a networked environment.
• Experience with Microsoft Windows operating systems and software.
• Experience with imaging software and profile migration techniques.
• Knowledge of client computing hardware, peripherals, and general PC troubleshooting.
• Understanding of software distribution concepts.
• Knowledge of network operating systems and TCP/IP, LDAP, DNS, DHCP, firewalls, routers.
• Strong interpersonal, verbal, and written communication skills.
• Ability to apply logical reasoning to solve low complexity problems.
• Ability to work in a diverse work environment.

Responsibilities

• Implement, support, and maintain PC and end-user devices including documentation, configuration, installation, testing, and maintenance.
• Provide reliable client computing services, technical guidance, and informal training to end users.
• Create and maintain technical documentation and end-user training materials.
• Evaluate hardware requests against business needs and make recommendations.
• Monitor and manage move, add, and change requests for desktop technologies.
• Resolve issues escalated through Help Desk and participate in a 24/7 on-call rotation.
• Participate in IT projects to improve and upgrade IT technologies.

Skills

Windows OS knowledge

Troubleshooting

User support

Communication

Education

Associate degree in IT

Tools

Imaging software

Profile migration

Job description

We are seeking a Desktop Support Analyst for a contract position (6+ months) based in Madison, Wisconsin. In this role, you will implement, support, and maintain PC and end-user device computing technologies for local area network/wide area network (LAN/WAN), mobile, and remote connectivity. You will work closely with business customers to deliver solutions that meet their needs and provide technical guidance on the use of these systems.

Responsibilities

• Implement, support, and maintain various phases of client computing operations of low to moderate complexity, including documentation, configuration, installation, testing, distribution, training, performance monitoring, and maintenance.
• Work closely with end users to provide reliable client computing services, technical guidance, and informal training.
• Create and maintain technical documentation related to hardware and software in the client computing environment, as well as training materials for end users.
• Evaluate requests for new and changes to existing computer workstation hardware against business needs and make appropriate recommendations.
• Monitor, coordinate, and complete move, add, and change requests for desktop computing technologies.
• Resolve technical issues escalated through Help Desk (daily and 24/7) for PC hardware, application support, connectivity, and related issues.
• Participate in a 24/7 on-call rotation.
• Participate in various IT projects to continually improve and upgrade IT technologies.
• Identify, plan, and implement system process improvements and efficiencies.
• Plan and implement hardware upgrades; anticipate problems resulting from changes and prepare contingency plans.
• Monitor and maintain hardware inventory.
• Voice customer requirements into tasks and stories using Agile tools and communicate with peers to ensure user tasks and stories are clearly understood by all stakeholders.

Qualifications

• Required
  • Associate Degree with emphasis in information technology or related area.
  • 2 years of experience in progressively responsible PC support in a networked environment.
  • Administrative experience with Microsoft Windows operating systems and software.
  • Experience with standard application packages, imaging software, and profile migration techniques.
  • Knowledge of client computing hardware, peripherals, and general PC troubleshooting and problem resolution.
  • Demonstrated understanding of software distribution concepts.
  • Demonstrated understanding of network operating systems, LAN characteristics, network topologies, components, protocols, and services such as TCP/IP, LDAP, DNS, DHCP, firewalls, and routers.
  • Demonstrated effective interpersonal, verbal, and written communication skills.
  • Demonstrated ability to apply logical reasoning to situations and derive workable solutions to low complexity problems.
  • Ability to work in a diverse work environment.