Desktop Support Analyst

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.
  

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.