Desktop Support Analyst

PHOENIX (PHX)

Brief Summary

                            Desktop Support Analyst

Technical Requirements:   Supplier resources will have the following skills / experience / background:
•             Ability to lift 35 pounds 
•             Excellent customer service and people skills 
•             Ability to work simultaneous tasks 
•             Technical knowledge and understanding of PC hardware  
•             Experience with MS Operating Systems (Windows NT 4.0 & Windows XP, Windows 7)  
•             Experience with MS Office Suite 
•             Excellent Oral and Written communication skills 
•             Ability to meet critical timelines in a rapidly changing environment 
•             Must be willing to work at the office locations in San Antonio and Regional Offices as required 
•             Must be willing work flexible hours to include day, night, and weekend
•             Windows 7 operating system knowledge that includes the ability to:
o             Mapping network drives
o             Printers
o             File copy functions
o             Manual installation of software applications
Tasks: 

Installer / Deinstaller Tasks
•             Remove existing PC  and move to centralized collection point
•             Install PC
•             Start user data and profile restoration process
•             Test desktop and complete the Support Checklist
•             Scan desktop bar codes 
•             Complete installation information sheet
•             Provide floor support 

Floor Support Tasks
•             Verify PC has been installed – including hardware, software, users data, and profiles
•             Address user questions
•             Recognize and repair hardware malfunctions.
•             Capture metrics related to quality of work performed and provide a written report
•             Document lessons learned and provide a written report of same

PC Staging/Repair
•             Verify PC have been staged with appropriate load (PnC/BLIC/OEM) including secondary software, users data, and profiles
•             Repair of hardware.
•             Capture metrics related to quality of work performed and provide a written report
•             Document lessons learned and provide a written report of same
•             Inventory management, scanning of equipment