Strategic Staffing Solutions
Desktop Support Analyst- iPADS
Location: Ybor City, FL 33605
Setting: Required onsite 5 days a week.
Contract: 12 Months
Pay rate: $28/hr
This is a hands on role, primarily supporting iPADs
PRIMARY DUTIES AND RESPONSIBILITIES – A
- Determine the appropriate course of action within the incident management process (ITIL).
- Works under limited supervision on non-routine, moderately technical assignments.
- Regularly use judgment in work assignments and decision making that affect operations.
- Provide a solution to technology related problems, issues and questions, or escalate them to the appropriate support areas.
- Follow-up on existing issues to ensure satisfactory and timely customer resolution (incident closure)
- Update and close ServiceNow tickets for work being performed.
- Provide desk side support to employees located at various locations on issues that require direct access to the tablet, PC or laptop for issues noted above.
- Create and maintain documentation of complex procedures and provide status updates to customers.
- Participate in team projects that enhance the quality or efficiency of IT in the support of customer applications.
- Provide support for customer moves and setups for new employees.
- Assist team members with more difficult problems, referring problems to systems’ groups or other technical support as required.
- Train new personnel, ensuring that they are familiar with various functions, duties, manuals, and personnel to minimize interruptions to the user.
- Research and resolve more difficult and complex problems that have been escalated to the next level.
- Work closely with management on daily issues and long-term projects.
- Contribute to the improvement of the department’s service to the organization through creative thinking and idea sharing.
- Talk with team members and research problems and find solutions, communicates with programmers to explain software errors or recommend changes.
Knowledge/Skills/Abilities (KSA)
Required:
- Strong focus on customer care.
- Excellent verbal and written communication skills and organizational skills.
- Excellent problem solving techniques and listening skills.
- Ability to perform email administration, remote control, and server data restorations for routine calls.
- Maintain focus in an environment with frequent interruptions.
- General knowledge of iOS, Microsoft Office applications, Windows operating systems, and basic networking skills.
- Ability to analyze and repair hardware related issues on tablets, desktop and laptop computers.
- Ability to mentor, train and effectively transfer knowledge to other desktop support analysts.
Education
Required: High School Diploma or equivalent
Preferred: Associate’s or Bachelor’s degree in a computer-related field or business administration with concentration in computer science. Licenses/Certifications
Preferred: ITIL certification and Microsoft Certified Product Specialist (MCP), A+ certification, or related certifications, training, or equivalent experience. Valid Driver’s License.
Related Experience
Required: Minimum eight years of related IT experience. A college degree may be considered in lieu of some equivalent experience (i.e. an Associate’s with 6 years experience; or a Bachelor’s with 4 years experience.)
Job ID: JOB-240271
Publish Date: 17 Feb 2025