Tier 2 Desktop Support Analyst

Tier 2 Desktop Support - Analyst

Oakland, CA

6 months

Shift Timings - Monday through Friday from 7:30am - 4:30pm with an hour lunch

Department Overview

Information Technology is a unified organization comprised of various departments, which collaborate effectively in order to deliver high quality technology solutions. The IT Field Support landscape within Organization is a high growth and rapidly changing environment which operates 24x7x365 and presents several challenges in providing leading support and service to a diverse user community. The devices are wide ranging and include: Dell desktops and laptops, ruggedized field laptops, various PC peripherals, MFDs, iPhones and tablets.

Position Summary

The Computer Field Analyst (CFA) provides face-to-face (desk side) and remote technical support for internal employees. The successful candidate will troubleshoot and analyze technical problems relating to computers, printers, and other PC peripheral devices. They will provide a high level of customer service to the client and display a strong IT desktop support background. They will determine equipment requirements and prioritize equipment replacement schedules per department standards. The analyst may participate in development of information technology and infrastructure projects.

Qualifications

Minimum:

• At least one year of experience in IT computer field support or face to face customer support

Desired:

• AS/BS degree in Computer Science, Management Information Systems or comparable quantitative field or equivalent related work experience
• Excellent oral and written communication skills

Responsibilities:

The Computer Field Analyst (CFA) provides basic technical and administrative service/support for client IT needs. Service channels include Phone, Web and Chat. Assists clients with service request fulfillment, technical problems and information technology issues involving desktops, laptops, network, wireless device or other various technological problems. Provides timely resolution of problems or escalation on behalf of client to appropriate technical staff. Specific roles and areas of responsibilities will vary in the assigned area of expertise. Specialized areas of expertise: Network, Wireless, Enterprise Applications, Specialized Applications and Tier 2 Desktop Application support. Supports and maintains positive face-to-face IT relationships with clients.

• Provides outstanding client desktop support with intermediate level technical understanding and capability (Tier 2) in Microsoft Operating Systems, Microsoft Office 365 and computing in an enterprise network environment
• In Tier 2 journey level technical scope, expertly troubleshoots desktop and mobile computing devices, network and peripheral issues; identify and engage needed resources to remedy problems; Diagnoses and resolves difficult technical issues that require in-depth analysis, such as application, hardware, and software problems; Takes appropriate action (e.g., phone calls, pages, emails, etc.) to contact responsible 3rd tier support personnel to handle system wide events (e.g., system outages, software rollouts, down servers, application failures, etc.).
• Provide on-call support after core hours. Contacts other IT on-call support for urgent issues on applications used by clients.
• Administers active 2-way communications and 'knowledge transfer' within assigned team/function, both planned/advance notice and real-time.
• Fosters strong Teamwork culture intra and inter Field Support, with team staff, colleagues, partners and stakeholders.
• Takes ownership and contributes to Knowledge Tool improvement
• Assesses and ensures process and work conforms to existing policies, standards and guidelines.
• Increases client satisfaction levels
• Identifies and supports opportunities for process improvement
• Demonstrates full understanding of computer desk side support, troubleshooting and resolution concepts
• Completes assignments of moderate or 2nd tier scope and complexity
• Selects methods, approaches and tactics to resolve problems and obtain solutions
• May participate on project teams
• Assignments are generally low to moderate risk
• Receives little instruction on day-to-day work and general guidance on new assignments