Desktop Support Analyst

COLORADO SPRINGS (COL)

Brief Summary

                            Requirements:
Job will require working Saturdays based on a rotating shift. Usually 1 Saturday a month.
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 USAA 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: The following itemized materials are Expected tasks to be provided by Supplier in the performance of Services described under this JOB DESCRIPTION.

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