Position Summary:

The Desktop Support Analyst I is the entry point for all IT related incidents and requests. The Analyst I will provide excellent customer service while supporting and maintaining laptops, desktops, virtual systems, and peripherals. As issues are reported, the Analyst I will determine whether an issue resides on the endpoint, server, network, or application and triage accordingly. Requests will be fulfilled as per process and procedure.

The Analyst I responds to phone and ticketing system requests for assistance and resolves them in a timely manner. They are also assigned various projects and tasks.

Essential Functions and Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this position.

• Must have flexibility to work an 8 hour on-premises or remote shift scheduled between 7:00 a.m. and 6:00 p.m. with scheduled on-call rotation
• Manage time effectively and efficiently with minimal supervision
• Desktop support for laptops, workstations, and virtual desktops
• Maintain endpoints throughout their lifecycle to ensure a consistent environment
• Maintain software and hardware assets
• Create and manage on-premises Active Directory, Azure Active Directory, and Microsoft 365 accounts
• Record all support requests, troubleshooting steps, and resolutions in ITSM tracking software
• Mitigation of viruses, Trojans, malware, etc.
• Assist administrators with day-to-day tasks that may include Endpoint Manager, Group Policy, Cisco CallManager, or other tasks
• Create and maintain documentation of procedures and processes
• Conference room audio/visual support
• Network printer support
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency for employees
• Perform post-resolution follow-ups to support requests
• Maintain familiarity with strategic District levels of service
• Continuous improvement monitoring and innovation efforts
• Perform other duties as required

Required Experience:

• Three (3) years prior work experience in a high pace desktop/helpdesk support setting
• Strong understanding of Active Directory, DHCP, TCP/IP and DNS and how it relates to desktop support
• Experience with Windows, Microsoft 365, Teams, etc.
• Experience with patch management, global configuration, and software distribution
• Experience with administration of enterprise anti-virus software
• Experience with virtual environments

Desired Experience:

• Audio/visual experience
• Experience with collaboration solutions like SharePoint and OneDrive
• VoIP experience

Required Education/Certification/License:

• High School Diploma or GED
• Valid Texas driver’s license

Desired Education/Certification/License:

• College Degree
• IT related certifications

Success Factors/Job Competencies:

• Self-motivated with the ability to work quickly and independently with minimal supervision
• Effective interpersonal and teamwork skills
• Analytical and problem-solving skills within a high-pressure environment
• Read, write, and analyze effectively to make accurate decisions and judgments
• Strong communication and speaking skills to make presentations and recommendations to executive management and end users

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing duties of the job, employee is occasionally required to stand; walk; sit; use hand to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

• Work environment: While performing the duties of this job, the employee typically resides within an office or cubicle and may have occasional fieldwork that will expose the employee to weather conditions prevalent at the time.